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Re: Optum RX - STAY AWAY

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Message 31 of 47

AMEN.

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Re: Optum RX - STAY AWAY

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Message 32 of 47

This is the most inept service that I’ve ever seen.

     I have been using them for about a year and I have been left without medication every time a refill was due.

     I am done.

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Re: Optum RX - STAY AWAY

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Message 33 of 47

Couldn't agree more!  Their website sux, I can't even log in.  I'll stick with GoodRx until this gets better...but I dooubt it will.

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Re: Optum RX - STAY AWAY

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Message 34 of 47

Well, see that others are unhappy with OptumRx for one reason or another, I too have, long ago with another group been displeased, on more than one occassion, speaking with  Optum customer service (this excerpted from anothers reply-"called OptumRx to inquire and immediately found it difficult to communicate with a surly, impatient rep.").  Though it cost more, I am using my local pharmacy, a more pleasant, helpful and less burdensom business to deal with.

 

It is a shame to have to experience this as the on-line system is suppose to be more advantages for the customer-both courteous, helpful, and financially.

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Re: Optum RX - STAY AWAY

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Message 35 of 47

I have the same problem with customer service reps insisting that there is no cc on file. It happens each and every time! Now, when I call I insist on staying on the line and waiting for however it takes for them to "miraculously" find the card. I would never call them if I could but each time I try to pay the monthly bill on the AARP it rejects me.

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Re: Optum RX - STAY AWAY

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Message 36 of 47
And notice that on their site that lists your meds, always says "price not available". They should notify people when the new cost is different than what you paid the previous month. AARP won't try to help because UHG is their largest advertiser.
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Re: Optum RX - STAY AWAY

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Message 37 of 47

FYI...Optum RX is part of the United Health Group so don't expect UnitedHealthCare to drop OptumRX.  Cigna also uses Optum.  Aetna does not.  Aetna has its own mail order service.

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Re: Optum RX - STAY AWAY

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Message 38 of 47

I feel everyone's pain.  I have been in the AARP UnitedHealthCare plan for less than a month and will be so glad when the next open enrollment period opens.  I cannot believe all the hassles I have been going through this week with my very first prescription submitted by my doctor.  Web site doesn't work properly, order being held for my approval even though I approved it several times.  My credit card info is missing.  Representatives don't speak English very well.  I keep getting emails that my email address was changed....but I haven't changed it since I set up my account weeks ago.  I am waving the white flag and will move on to another company.

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Re: Optum RX - STAY AWAY

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Message 39 of 47

I hope someone at AARP actually reads these comments. When a contracted company gets so many negative comments, it’s time to review the contract. It’s a pity when one cannot rely on an affiliation with AARP to provide quality.

I have used the AARP prescription discount program since 2005. AARP has changed its fulfilling pharmacy several times over the years, and most of them have been satisfactory. Not OptumRx. I will never order from this company again. For one thing, the web site does not function properly. I couldn’t even register, and I’m reasonably skillful with computers. But that problem pales in comparison to price gouging, unethical practices, and incompetent customer service.

On April 2, I called OptumRx to request a refill and was quoted a price of $29.98 for a 90-day supply – the same price I had been paying for a very long time. I was asked if I wished to use the credit card I had on file to pay this amount, and I said yes. A few days later, I went online to pay my credit card bill. There I saw the charge I was expecting, but right below it was another charge for $20.99. What is that, I wondered? I called OptumRx to inquire and immediately found it difficult to communicate with a surly, impatient rep. She finally referred me to a supervisor, who was much more pleasant but equally unhelpful. The supervisor said she needed to consult with other departments, making for a slow process and a long hold time. Finally she informed me that the price of the medication had gone up and that OptumRx had no control over that. She did apologize for the fact that I had been given no notice of the additional charge (which was not actually applied until two days after the original amount). The lack of notice deprived me of the opportunity to decline the refill, which I might well have done because the increase was so extreme and I was not in desperate need of replenishment.

Since I had not known of the additional charge and certainly did not authorize it, I turned to my credit card company for help. The card rep arranged for a conference call in order to try to resolve the issue. We waded through FIVE reps at OptumRx, one of whom finally managed to locate my account, but she flatly refused to issue a refund for the $20.99. It appears that OptumRx thinks it is okay to charge a customer for an amount the customer did not authorize. News flash: it is NOT okay EVER for anybody, anywhere, anytime, to charge a credit card without permission. The amount involved here is trivial, but the principle is huge.

Thank goodness this refill, which I did receive, was the last one on my current prescription. I will take my new prescription elsewhere. The AARP program is supposed to reduce consumer costs, not increase them. Compare the amount OptumRx says is my current copay, $50.97, with the cost at a local brick-and-mortar pharmacy, $29.95. Note that the local price is within three cents of the original quote from OptumRx. That cited “price increase” appears to have been no more than an excuse for stealing money. I think I hate a liar even more than a thief, but here we have both.

 

Judging by the efficiency of the customer service department, this company’s right hand doesn’t know what its left hand is doing. It seems far too likely, however, that sooner or later, one of them will be in your pocket.

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Re: Optum RX - STAY AWAY

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Message 40 of 47

Cee

Wish I had done the same research you've completed but yes, I have since canceled Optum and reverted back to my local pharmacy.  Hopefully others will get this message so United Healthcare and AARP either drop Optum or force them to provide basic customer service.  Thanks for your note!

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