I get a phone call from pharmacy that there is a problem filling my medicine and insurance. I call the pharmacy back several times but never got to speak to anyone in the pharmacy department.
Drive to pharmacy, wait in line… finally speak to someone. Said they needed pre-authorization be cause I was taking (3) 10 mg pills last month (had to step up dose to 30 mg.) and this month I was filling the prescription for (1) 30 mg pill, same med. said they sent a fax to my doctor to see if he could get it pre-authorized.
I called my insurance, explained what was going on. Since the first script which totaled 30 mg a day was approved for 1 year they said no problem sent it back to Walgreens to be filled. I tried 3 more times to get through to the pharmacy but again no one who answer the phone, but the recording I was listening to kept saying my call would be answered next.
After an extended period of time, (I left the call running to see if they would answer) I drove to the store, waited in line… watched them take 2 phone calls, now I’m still on hold… finally my turn to speak to a human, I should him my phone and the length of call. I had been on hold with the recording saying your call will be answered next for 56 min!!!!
He shrugged his shoulders and said we are busy. So he looks up my meds and says oh they are ready, it will take no more than 5 min for the pharmacist to recount it. 12 min later I get it. As I leave I ask a cashier if I can speak to the manager. She sees him walk by the other end of the isle and yells to him to please come help a customer.
He yells back a couple of times what do want? Finally she says it’s a complaint, I don’t think you want her to yell it across the store. He shows up, I tell him about my phone episodes and not being able to get anyone in the pharmacy to answer any calls, they just leave you on eternal hold.
He says I can’t do anything about that. I asked him, are you not the manager? His answer was well… long pause… if you really want anything to be done you need to call the number at the bottom of the receipt and talk to them. Well the number goes to a recording that asks you to grade them on a scale of 1 to 9.
That is the only thing you get to do, no way for you to talk to anyone or leave a complaint. What every happened to customer service?
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- problems with insurance in pharmacy