Okay, gotta vent. This is one of those first world blues rants, the kind that deal with technology, systems, and customer service taken for granted that ends up failing and pissing me off.
I’m on two medical prescriptions these days. One is for my enlarged prostate and was prescribed for me when I experienced problems in peckerville in 2019. It’s all benign and is working well enough now.
The other prescription is for high-blood pressure. That was discovered as a result of my peckerville issues. I’d been borderline high pressure throughout my life but it was suddenly over two hundred thirty.
Changes were made in diet and exercise, and the prescription, Amlodipine, begun. I was always getting thirty day prescriptions. I shifted that to ninety day for convenience, and then, concurrent with COVID-19, I started using a mail service to refill my prescriptions back in February or so.
This was being done through Express Scripts. I set my meds up for auto-refill. All was going well. I was satisfied.
But, last week, I noticed I was down to nine Amlodipine pills. I hadn’t heard from Express Scripts. That surprised me. I went into my email and did a search to verify that I hadn’t received something from them. Nope. I logged into my account.
Finding the Amlodipine prescription, I noted that it wouldn’t be automatically refilled until 10/23. Well, that was too late. I put it in the cart and ordered it. Done and done. Went to my email. A confirmation email had been received. Wonderful. The system was working.
Everyone expected the but. But what happened, I’m sure people are wondering, to set off the rant?
But, I didn’t hear anything else.
Days passed. I logged back into my online Express Scripts account after not receiving further emails. I checked my recent orders and shipments. Why, there are no recent orders and shipments. I searched via the order number they provided me. That order wasn’t found. I searched via the invoice number provided. Nothing.
WTH? I’d copied it from the email and pasted it in.
The email also had a ‘click here for order status’ button. I clicked it.
It took me to the login page, where I went through the same thing as before.
I did this several times, re-reading the email and tracing steps, trying to understand what went wrong. I couldn’t. I’m sure this wasn’t good for my blood pressure.
I reached out to them via an email and explained my issue.
That was Wednesday evening. I heard from them today, Friday. One was an email. Call us. Two was a phone call. ANONYMOUS.
I didn’t answer that call; I don’t talk to ANONYMOUS in this day of scams where everyone and their dog is trying to con me, asking for donations, or pleading for political contributions. Their message: call us.
I called them. They claimed that the order put in was for my other medication. That was ordered the 18th. It’d been canceled because it was an overfill. By the way, my Amlodipine isn’t on auto-refill. Do I want to put it on auto-refill?
I don’t think this exchange did my blood pressure any good.
My response: how did my Amlodipine go from auto-refill to non-auto if it wasn’t the one that I ordered the other day?
Two, if I ordered a prescription, whether it was overfill or not, why didn’t I receive an email notifying me that it’d been canceled? Didn’t they think there was a reason I was ordering it? Isn’t it just good customer service to notify a customer when an order is canceled?
Three, if I ordered it on the 18th, why did I have an email from them that I received on the 17th telling me that they were working the order?
Four, if the Amlodipine wasn’t on auto-refill and they don’t show me or anyone else changing it, how was the order previously automatically refilled? Was that just magic?
They didn’t have answers for any of these things.
Perhaps I did push a wrong button on the 17th when I was processing online. Given their system, I find it doubtful. The product must be selected. Then, it’s right there in front of my face. Perhaps I had a brain fart and shifted from thinking Amlodipine to the other one, Tamsulosin. I’m not infallible.
And, yeah, given time differences of one or two hours, I suppose I can accept the idea that the order I put in at ten PM on the 17th showed up as being received on the 18th. That doesn’t explain the rest, especially the lack of an email telling me that the order had been canceled.
And that sucks.
Fortunately, I have an excellent local pharmacy. I shifted from them mostly because of the whole COVID-19 thing. Getting my meds through the mail with auto-refills took a few things off my place, thereby reducing stress, and eliminated the need to leave the house to get refills.
I called that pharmacy today for a short term refill. They were understanding. They would need to call my doc for the prescription, but no problem, they would do that. They’re so nice, I feel bad about abandoning them.
Then I called my doc’s office to provide a heads-up that they would receive a request, and why.
Well, the rant is done. I don’t feel any better after ranting. Too many loose ends. It’s gonna take a while to get over it. Meanwhile, my trust in Express Scripts has dropped significantly. There are just too many open questions about what happened for me to have complete trust. It’ll take time, probably years, for them to earn that. That’s what happens when a trust is breached.
Thanks for reading. Hope you’re having a better one. Please wear your masks.