Caremark PHC, LLC

My account nofor CVS Caremark is *** My date of birth is February 24,

This is in response to your inquiry dated August 8, regarding the member’s mail order prescription
We verified the member contacted us on June 14, regarding her prescriptions being covered at mail orderAt the time of this call, a request was submitted to send a fax to her
physician to request Prior Approval for one of the medicationsThe form was faxed on June 16, However, a response had not been received from the member’s physicianThe Prior Approval request was received on July 27, and posted to the member’s account
The member contacted us on August 1, and was advised a payment needed to be made in order to ship the last medication as it exceeded the fill and bill amount allowedThe member authorized a $payment; however, when placing the order the Customer Care Representative selected the incorrect buttonTherefore, when the order processed on August 2, 2016, it attempted to bill the card the full amount of $249; however, the card was authorized for $102.44. On August 3, 2016, the finance department cancelled this charge as the total cost was under the fill and bill amount
In addition, the member requested to speak with a Supervisor and was transferred to the Senior Resolution TeamIf the Senior Resolution Specialist is unable to assist or the member would like to escalate further, the member is then transferred to our Executive Recovery Team to assist in resolving the issue
The calls have been reviewed and the necessary coachings have been completed
Lastly, we spoke with the member on August 11, and advised of this informationAt the time we spoke to the member, it seemed as though the pharmacy billed the credit card on fileAfter further review, it was the Customer Care Representative that selected the incorrect button to bill the credit cardWe attempted to provide a direct extension for the member to contact when using the mail service pharmacyHowever, the member no longer wanted to use the mail service pharmacy due to these issuesThe member stated she now had the monies backThe member is not satisfied at this time

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. My only regrets is that you have to do or go through so much to get a issues resolved, each time you make contact your talking to a new person and each person has his own viewTHANKS! I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

In order to properly investigate your concerns, we are in need of additional information. Please provide us with the following information: Member ID number and Date of Birth

July 31, 2015 Complaint ID: *** *** To whom it may concern: CVS/Caremark administers the prescription benefits portion of the health plan for the *** *** of which Ms*** is a memberThis letter is in response to the correspondence we received from your office on June
8, Thank you for the opportunity to address Ms*** concerns as expressed in Complaint ID ***. Upon review of this concern, it was determined that Ms*** was provided inadequate information when her order was placedThis resulted in Ms*** receiving an unexpected bill in the amount of $In effort to resolve this matter, Ms***’s account was credited $on July 30, Additionally, upon review of Ms***’s interaction with the customer care team; we recognize that there were several opportunities for additional training and coaching for our staff. Feedback has been provided to each member of the customer care team with whom ***’s interactedPlease note that our goal is to ensure that our valued members receive only the highest level of customer care We sincerely apologize for any frustration or inconvenience that Ms*** experiencedWe value Ms*** as a member and we remain fully committed to our purpose of “helping people on their path to better health”Should you or Ms*** have any additional questions or concerns, please do not hesitate in contacting me at ***. Sincerely, *** ***Member Advocate

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The cvs website absolutely did not say that the copayment was $0; the drug cost estimator said I would pay 0% of the costA copayment is totally different than the cost of the prescriptionPlease review the way information is presented on your wensiteThere is never a copayment for any services based upon the plan that I have.With regard to the comment about the standard disclaimer cvs has at the bottom of the page that everything is an estimate, that is a cop outI could understand he actual price paid vswhat was shown in the estimator being different if the cost estimator didn't have every type of drug listed, but the cost estimator had the exact medicine that was ordered (*** 0.1% lotion)
Regards,
*** ***

I contacted Caremark back in May as my Benefit Choice was open that month with a start date with new health plans on July 1, I was unable to find any info online or when I called, so I filed a Revdex.com complaint I had a representative from Caremark call me and tell me that he can answer my questions The reason it is so important to know what drugs are covered is that my wife is years post transplant with no problems When I spoke with the rep I told him *** (***) was one and said well generic is covered at $20/copay day supply, then asked about *** 360, which again said a generic $20/day supply So I decided to switch to the *** open access plan and cvs/caremark which is attached to it I go fill my wife's prgraf and its a $for a days supply!!!! I was like what!!!! I paid 0!!!! when I had my previous health insurance, they covered a small portion and a pharmacy voucher from the manufacture was applied, we paid nothing and that was for

I was ordered on a specialty medication to start immediately for a health condition that I haveAfter waiting several weeks, I still do not have my medication, am being put off continuously and had to reschedule surgery that is reliant on being on this medication.Caremark specialty pharmacy keeps saying they don't have the correct script, my insurance and meds need to be verified and will not ship my medicationAll this even after my physician has sent the script several times and spoke to them personally several timesIt has been weeks and due to my health insurance plan, I am obliged to use caremark specialty pharmacyMy health is beginning to suffer and I don't know what else to do as no one at caremark will get me my medication

Prescription sent to cvs mail order to address informed by customer service and cvs does not acknowledge receiving itCalled customer service and after a min call was told as email would be sent by the supervisor to the mail order service to track the order and I would receive a call back withe status wihhin a daydays later no contact or information was receivedCalled again and received the same answer today.the prescription in case is for a month supply of an expensive controlled medicationHad to request another prescription to the doctor and pick it up in person in the doctors officeWorst of all was to be made feel stupid for not mailing using a tracking numberAs if the usps was unreliable! They never lost my sent payment and even my vote is sent over the mail without issues

medicine ordered in jannuary never recived and they what me to pay$i call them several time that medicine never recived but i'm resposable for payment

Dear Sir or Madam:
Today I asked the plan for a day supply of medication ETECAVIR due to having to leave the country for days due to family issuesI was told that I can only get my regular day supplyWhat is for other prescription plans is abfor Silver ScriptThey DO NOT GIVE A VACATION OVERRIDEThis is illegal but they are getting away with itWithout a medication my illness will certainly turn into cancerI ask that your office intervene and makes it clear that they are not allowed to treat the patient in this manner
Thank you, best regards

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
While I appreciate them getting this prescription approved for the time being, I foresee with them putting a limited window on that approval (up in November 2018) I'm going to have to go through the same hassle again next year when that window runs outThis approval should be granted for as long as my doctor continues to find this medication in my best interest ttakeI shouldn't be further subjected to having to appeal and try unproven experimental medications again in the future that only serve to further jeopardize my health
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. It would have been helpful to identify that there was a CVS issue and assist me to obtain my refills rather than me having to spend extra time |& have anxiety over refills
Regards,
*** ***

In order to properly investigate your concerns, we are in need of additional information. Please provide us with the following information: Member ID number and your Date of Birth

my employer had not issued my prescription card as my coverage began nov
On January I purchased *** prescription out of pocket in cash $
Ive submitted by refund documents by fax multiple times, and multiple phone calls (at least times) only to provide all the documents requested by their Tennessee claims center and was working with a person named
*** Band promised a call back over and over again, only to be ignored
I think this company needs their books pried open and thoroughly scrutinized to see how many people have been treated this wayI see by the complaints plastered all over the internet that this company should be audited

I am employed through *** *** and they began using CVS Caremark as their prescription drug company this year In the last month, I received a notice that they would no longer be covering a prescription that myself and my husband have been taking since (*** **) until we obtain additional testing to confirm that the prescription is necessaryWe are in process of getting the additional testing but the issue is that the first available testing date isn't until October My complaint is that CVS Caremark gave us less than days notice that they would not be covering the prescriptionWe filed an emergency appeal stating that we did not have an issue with additional testing but going four months without taking a prescription that we have been taking for years is not logical We requested that they continue to cover the prescription that was ordered by our regular primary car physician until we were able to take the testing they require for continued coverage Less th

I am writing to you as I do not know what other option to take hoping that you can assist me
A few months ago I tried to use my benefits at CVS to buy some speciality medications and it was just too expensive for me to affordI found another pharmacy that could fill the prescription at half the cost which would save me about dollars
I went ahead and requested for an override which was offered to me but due to finances not being enough I went ahead and put that on holdI have tried to call again to get the override activated and I have now been advised that I can no longer utilize that money unless I wanted to just go ahead and pay out of pocket
My questions were not really answered because from what I understand my benefits have not changed so I should be able to utilize the overrideMust I also mention that it is such a pain to be on calls for hours during the naïf stressful time for a patient trying to get medications instead of this being a painless process

I was charged for prescriptions total $after my out of pocket maximum was met I have been trying to get a refund since October 17, I have called repeatedly and I am always told someone will call me back but they never do I have confirmation from my medical insurance company that the out of pocket max was met in July but Caremark continued to charge for scripts through October I have had my medical company *** *** *** *** *** contact caremark directly but Caremark still refuses to resolve the issue

The customer service and billing department of CVS/Caremark is a nightmareI've dealt with a billing issue with them since February The only reason I used this company is because *** *** said I had to for the coverage; I will never use them againI began receiving an invoice for the balance due which wasn't correct because *** *** was responsible for the claimI contacted *** *** in September when I received my first threatening collections letter because my credit is perfect and I don't want it dinged for a payment I am not responsible for*** *** sent the payment to them with urgency and CVS/Caremark confirmed my account had a $balanceA month later I began receiving daily calls about this same balanceA representative told me my account did indeed have a $balance and the calls were automaticAfter that final call, I stopped receiving the calls from themToday, almost one year later, I've received a letter from a collections agency advising

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I called right after order received order received email conformation at 1:PM. I called right after I got that notification. The doctor sent Caremark CANCELATION before I left their office that morning so they were not suppose to not fill it in the first placeThis is the third story they have given us. The first story they have given us is they did not see the cancelation from the doctor's office. The next story is they called the doctor's office and got the prescription re-issued and now it was in it's final stages of being dispensed. They can't get their story straight. To let you know, I have canceled all my prescriptions with Caremark so when I run out of those expensive prescriptions I won't be able to afford them any other wayBut at least I will go to the grave with my head held highThe prescriptions are *** and meds for ***. Have a nice life screwing your customers over Caremark
Regards,
*** ***