George A. Yancey Trucking Company Inc.

I am in receipt of your February 18, letter regarding a complaint filed by *** *** ***As a result of your letter, Express Scripts reviewed Ms***s concern and
would like to take this opportunity to respondBy way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsorsAccredo Health Group, Inc., a division of Express Scripts, is a specialty pharmacy that dispenses specialty medications and related services to patients with certain complex and chronic conditionsMs*** expressed concern regarding difficulty obtaining her medication from Express Scripts specialty pharmacy, AccredoMs*** indicated Accredo contacted her multiple times for both her insurance information and approval to ship the medication; however, the prescription was cancelled without informing herMs*** is requesting her medication be mailed without further delayMs***'s medication last shipped on June 23, When it was time for her next order, in December, the medication claim rejected due to no active coverage on file with a termination date of June 30, Ms*** provided her new insurance information on December 17, There were two attempts to dispense the medication; however, according to the new insurance coverage, Ms*** must use Brovia Specialty PharmacyBoth the physician and Ms*** were provided this information on February 18, *** ***
Executive Correspondence

Dear Ms. [redacted]: I am...

in receipt of your September 27, 2016 letter regarding a complaint filed by [redacted]. As a result of your letter, Express Scripts reviewed Ms. [redacted]' concern and would like to take this opportunity to respond.   By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors. Express Scripts provides plan sponsors with "core" pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. Express Scripts' home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors' goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients.   Ms. [redacted] expressed concern regarding an invoice received form Express Scripts specialty pharmacy in the amount of $200.00. The invoice was for a medication with a date-of-sale of March 4, 2014. Since Ms. [redacted]' co-payment assistance program was not active on the date­ of-sale, an invoice was mailed for the patient to pay. To satisfy Ms. [redacted]' concern, a credit was provided for the co-payment in question and the mail order account currently has a zero balance. A statement was mailed to the address on file.   An Express Scripts representative spoke to Ms. [redacted] and provided an update and she was satisfied with the resolution.   I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at (800) 871-4663.

I've been trying for over a month to get them to fill a prescription. They don't take an responsibility or follow through with requests properly. We sent a prescriptions and they say the didn't get it, so I have to call the Dr office so that she can call them directly again. They ask for more information, and deflect that they have not received everything they need. They seem to careless that I'm out of my medication.

am in receipt of your November 5, 2015 letter regarding a complaint filed by [redacted]. As a result of your letter, Express Scripts reviewed Ms. [redacted]' s concern and would like to take this opportunity to respond.By way of background, Express Scripts administers prescription drug...

benefit plans on behalf of plan sponsors. Aceredo, Inc., a division of Express Scripts, is a specialty pharmacy that dispenses specialty medications and related services to patients with certain complex and chronic conditions.Ms. [redacted] indicated that there was an overpayment on her account in the amount of $20.00 for which she has been trying to receive a refUnd. After review of the account, there was an overpayment made by Ms. [redacted] resulting in a refund check being mailed. The refund check was mailed on November 12, 2015, in the amount of $20.00, to Ms. [redacted]'s address on file.
On behalf of Express Scripts, we would like to extend our apologies to Ms. [redacted] for any difficulties encountered while using the Express Scripts specialty pharmacy.I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at (800) 871-4663.
 
Sincerely,
 
Casie H[redacted]
Executive Correspondence

My wife's company's medical insurance was switched to a different company at the beginning of the year. We called Accredo and the new pharmacy to get a prescription transferred. We started on Monday. My wife needed the medicine for her arthritis by Friday.

Accredo told us to have the new pharmacy call them. The new pharmacy has called Accredo repeatedly. On Friday we followed up with Accredo and they told us it would be best to have the physician create a new subscription. That would have been a great suggestion on Monday, not Friday when the prescription was needed.

The prescription won't be filled for several days once we can get a hold of the Doctor and we go through the delivery process. Accredo's lack of action has caused a great deal of stress and will cause a great deal of pain for my wife. It is unacceptable to hold a prescription hostage. It was not our choice to change pharmacies.