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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date: 8/6/24 $: ***** USD. 1 authorized and 1 unauthorized transaction PhilRx - my.phil.us This business is a pharmacy. The business billed my card and saved its information without my consent.The website will not allow my card to be deleted and requires a card to be on file at all times.I have contacted the business directly and requested a refund, deletion of my card information, and deletion of my account with them. No response yet.Business response
08/09/2024
When patients enroll in our program, they agree to our terms stating they are enrolled in auto-refills, which they can opt out of at any time. We notify the patients using their preferred communication method selected during enrollment 7 days before we process a refill, so they have an opportunity to pause, cancel or make a change to their prescription ahead of their next refill date.
This patient was informed by SMS on 7/26/2024 that their prescription refill was going to start processing on 8/2/2024. When they contacted our patient support team on 8/7/2024 requesting that we refund the last charge for the refill on 8/2/2024, they were provided with the details of our communication, reminded that they did not make any changes to the order prior to the refill being processed, and informed that we do not provide refunds when the patient was notified of an upcoming refill but did not make any changes to the refill in time. The patient also asked for all their personal and financial information be removed from our system, and the agent removed this patient's credit card and contact information on 8/7/2024, but failed to confirm that it was removed with the patient.
However, the patient was misinformed regarding our refund policy, as we do provide refunds for unwanted first refills when patients are on auto-refill when the patient is willing to return the medication using a prepaid label we provide.
I have requested that our Tier 2 escalations team call this patient on Monday, 8/12/2024 to confirm that their information was deleted, and to inform them that a refund will be processed for the unwanted refill, as soon as they return the medication using a prepaid label we will send them after the call.
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Contact Information
14500 N Northsight Blvd Ste 307
Scottsdale, AZ 85260-3663
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Get a QuoteCustomer Complaints Summary
10 total complaints in the last 3 years.
7 complaints closed in the last 12 months.