Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started paperwork with this company for prescription assistance. I paid the filing fee which was fine. But I never completed the paperwork and choose to not move forward with this company. I've called several times to terminate my agreement but the continue to bill me a monthly deductable of *****. I've never filled a prescription and never plan to.

  Business Response

  Date: 02/24/2025

  i am sorry that this customer is not satisfied and wished to cancel our services. However, the customer NEVER called our company once. I suspect that they called other people and assumed that it was us, but never contacted us. I checked our phone records and we have not received one call from this customer since they enrolled. We would gladly cancel out any customer who wishes to cancel. 

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are supposed tone helping me with a medication I receive. They are supposed to get me approved each year then they are supposed to make sure my medication is shipped to me from the specialty pharmacy. They have never helped me deed Ill my medication. All they do is get me renewed in the ***** cares program each year so that I can receive this medication. It costs me over 700 a year for this one time service. I called ******* them why they wont help with the other services and they basically cut me off lied and said they do help me told me they are canceling my account for the meds have sent me several rude emails called me a liar on the the phone mistreated me and Ive been paying them for a year. They are horrible in their treatment of there customers. I am disabled and need this medication and have done nothing wrong. I asked several times to speak to someone else they told me that no one else will be speaking to me because they were the boss. Then I sent an email and she said that I was lying about what happened when I called. I have a recording of the interaction because theyve always been rude and disrespectful towards me. So this time I recorded. The. She kept emailing me saying theyve worked on my case for months behind the seems. They havent. They can show no proof of this. What are they charging me and not doing any work ? They wont let me speak to anyone. I cant get my meds now. I dont know what Im supposed to do.

  Business Response

  Date: 06/30/2024

  This complaint is full of distortions and outright lies from the customer. This customer berated our customer service agents, lied about the work we provided, and then begged us to continue working for her. This customer also claims she spent $1400 with us, and that is not even close to the amount that she spend. The customer has been enrolled with us for 15 months, spending ***** per month- that is $899.25 plus a $50 application fee. This customer simply cannot stop lying. We record all of our phone calls and have ample evidence of how much work we have done on this account- even after providing her with this she THREATENED our company several times. The odd part is that this customer begs us to keep her enrolled, but claims we do nothing for her. When we offered to cancel her account, she begged us to keep her in our program, but refused to pay us for our services. This customer simply is not telling the truth. The fact is, we have provided our services for her for 15 months, which is proven by the fact that she stayed with us for so long and begged us to keep her.

  After she yelled at and demeaned our customer service representatives (two of them) she wasn't satisfied and wanted to continue berating other people. I won't allow our representatives to be treated the way she treated ours. Please take down this review as it is completely false.
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21919284
  
  I am rejecting this response because:

   

  Their response is just not true. I too have recordings of our conversations and bank statements showing how long Ive been paying. I also have proof of our interactions via email.  I did not berate them or threaten them. I told them I would escalate this issue after they refused to let me speak to someone higher up or different in their company after they were rude condescending and not giving me clear information about my account. They kept cutting me off and misrepresenting what I was asking and not showing me where I have been getting the services Im paying for.
  

  I had to tell them over and over that theyre misrepresenting what Im asking and had to keep asking them to let me please speak so I can get answers to my questions but they just kept going around in a circle without giving me responses to my actual question. Not giving me clear answers about my account. They just kept saying weve been working on your account every month. How?  Show me!!  They could not because they are not working on my count. They dont do anything except the yearly submission of my renewal application.  I as a disabled person with a lot of medical needs and bills dont have 708 plus dollars to waste a year. So I needed to understand where the money is going.  Is this just what it cost for the yearly submission?  I asked was there a technique they used to submit my application that guaranteed renewal that warranted the cost? They would not answer my questions. They just kept interrupting me berating me and getting angry that I even asked.  She even at one time asked me well what does your medication cost without being enrolled in the service. As if the expense of the medication was a justification for me paying them 59 dollars a month to do absolutely nothing monthly on my behalf. Especially once I learned I can submit this application through my doctor for free. 
  

  inwas really looking for information and trying to figure out if unneeded them to do this because I cant afford to waste money   This made them angry  I asked to speak to someone higher up that could help me understand whats happened with my account and why I need to pay so much a year and if I could put my account on hold for a while til I could afford to pay  would this affect my medication enrollment yearly  none of these questions were answered  they accused me of wanting to get something for free  no said no I am not  you havent done anything for me except submit my application  again please show me where you have done anything on my behalf but that  they got even angrier   This just went on and on and on.

  They simply would not help me. As a customer it is my right to escalate bad treatment disrespectful behavior, and bullying when it comes to my financial relationship with this company. I tried to do it within the company and they wouldnt work with me.  They would not help me.  Period.  
  

  I have been paying for this service the entire time I have been enrolled until my card was lost and needed to give them my new information. I called and couldnt reach them. We played phone tag of which I also have the emails and phone calls to show proof of.  
  

  When I finally reached them, I asked them what does your service actually provide because Im paying 59 dollars a month for you to submit my application once a year it seems and Im wondering if I need to do that. They got angry then because they assumed I was canceling. They then lied and said we take care of your prescription for you and we work on your account monthly. Thats when I said no I take care of my prescriptions and ask what are they working on with my account monthly.  I got some vague answers but nothing real. I said please show me how youve worked on my account. She then lied and said we get your prescription refilled by your doctor to which I replied no I do that.  The conversation basically devolved into them being rude and disrespectful as soon as it was about money.
  

  I can show proof of all the work I did myself on my behalf for all my shipments and refills.  They have never done their job, except for the once a year approval in the program. I paid an initial fee of 109 and 59 dollars (not including the tax 59 dollars a month over one year equals $708 dollars. Ive been in the program since  2022. It took them months to get the paperwork done and I was paying the whole time they did the initial approval.  So basically I have been paying 708 dollars a year for them to do the once yearly approval for the renewal application. They do nothing else for me.  They know this is true and again, I can show this in my bank statements.  
  

  They have at least 13 complaints with the same issue of not serving the client and taking their money. Complaints for their disrespect and rudeness. Im not the only complaint here.  
  

  As far as begging them to stay thats also a misrepresentation. They canceled me without my permission once they knew I was afraid that that meant I couldnt receive my medication, which is life saving. They did this as a bullying tactic hoping Id ask them to come back. I found out that I dont need them to get my meds. My concern was the way they treated me and canceled me without me asking them to when I thought I needed to use their services.  I am disabled.  They are supposed to be advocating for me and I was afraid that this would be harmful to me. They dont care though.  They dont advocate for their customers.  They just take the money. Submit your renewals, but they dont do any work other than that. As you can see from other complaints.  
  

  Ive never dealt with a company that continues to berate you and mistreats you and bullied the customer until 2am in the morning via email.  
  

  Theyre mistreating people and bullying people and scaring vulnerable people into thinking they need their service.  Whats scary is some people might actually need their services.
  

  Im am a disabled person.  I dont understand how this can be allowed.  I am also going to see if there are other avenues of complaints and reporting this.  Its not okay.
  

  Even through this BBB complaint, they continue to lie misrepresent information and threaten. I have an email with them saying I am making fraudulent complaints to the bbb as if theyre going to do something to me.  Its my right to submit a review and a complaint through the BBB. Thats not fraudulent but that was another threat by them via email- a bullying tactic to scare me.  

  They keep saying they can show how theyve helped me but I havent received any information.  They say they have recordings of our convo, Id welcome those recordings. Please share them.  I can submit receipts of our email convo and my statements shooing how long and how much Ive paid. I cant submit the recording because I dont know if that is legal since I didnt tell them I was recording.  I only recorded because I have had several interactions with them that were just beligerant on their behalf and I could never get the answers I needed. This time I decided to record so that I could see if I was being gaslit. And I was.  
  

  I can show all my receipts and conversations with the specialty pharmacy where I have had to call and reorder meds every time theyre due. I set up shipments. I contact the doctor for refills. I do all that myself. Theyve never ever done it  theyve never even checked on me to see if I needed help .
  

  while I was asking them why am I getting charged when they arent doing the work they got angry wouldnt let me speak or let me talk to someone in a higher position   I was told no. No one else is going to speak to you because Im the boss.  Period.  Their customer service is awful.    

  My complaint is not unlike the  13 or 14 others about this company and their service. We cant all be making it up.

  I think that should be looked into. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my paper work for and Doctors prescription to Patients assistance 123 in December for the year ****. They received my documents but claimed they did not receive documents from my doctor. Since December and now on going denial that they have received the documents faxed to them by my doctor . Each time giving me what they claimed was the correct Fax number including a expedited fax number and each time my doctors assistant faxed it over using those numbers Patient Assistance 123 claimed nothing was received. Why are they doing this to me what is happening to those faxed documents? I had faxed my documents to them which included copies of my social security card what happened to that ? You are taking 60 dollars a month out of my bank account every month but I can't get a single refill of Ozempic or Jardiance I have type II diabetes the drugs were working but now Patients assistance has cut me off even though they are still taking my money , it appears to be some sort of sick game or plain negligence why is this happening. You are forcing me to cancel this so called membership despite of my health. Help me !!

  Business Response

  Date: 01/15/2024

  We spoke with this customer and he agreed to take down this review. Everything stated here is *****************, as his doctor's ****** has never sent any documents to us. We cannot continue without the correct documentation and he and his doctor's ****** knows this. We hope that this review is taken down because it is inaccurate and the customer agreed to this. 

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the Legal Guardian to my mentally handicapped sister that needs mental health medications. She was wrongly informed to contact "CRX123" for discounted medications. The enrollment fee of $50 was NOT communicated prior to paperwork. I called to get that enrollment fee reimbursed and the agent said it's not reimbursable because she (my mentally handicapped sister) signed paperwork. I informed the agent that this must be an oversight and that my sister acted alone and it needs to be reimbursed otherwise I'd need to speak to a Manager or I will file a complain with BBB as there are already numerous complaints. The agent hung up on me, hence the filing of this complaint because (1) they are fraudulent and (2) they took advantage of a mentally handicapped individual by cohesion of getting a bank account number from her which I'm sure could be a violation of the American Disabilities Act. This complaint needs to be known so other individuals are not wrongly advised or other handicapped people are not taken advantage of!

  Business Response

  Date: 12/27/2023

  After reading this customer's family member's complaint, we were unable to find the account because the person filling out the complaint is NOT a customer and did not give us the actual customer's name. Please delete this comment as the person writing it is clearly NOT the customer and the complaint, therefore, is not valid. If the person complaining would let us know who the actual customer is, we could look up the account and see if there was actually a problem or not.

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When plugging in a search for the financial assistance program for Novo Nordisk, this company Rx123 was the first to pop up. I totally thought that this was the actual company or at affiliated. So the first contact was a fast talking, salesman type person that uses specific wording to unaware, desperate customers. So, in actuality, its not a scam per se, but the tactic is manipulative. I was made to believe that there was an enrollment fee of $59 & $60 thereafter, every month, for the medication. I found out a month later that $60 is NOT for the medication. Its a monthly fee RX123 charges to submit your paperwork, that ********** doctor fill out. They are NOT advocates at all. They are emailing you the exact copy of the *********** application that you can obtain yourself from the company & submit yourself. After a month of waiting for meds & still nothing but excuses of why I had not received my meds yet, after paying $109 right away, I contacted Novo Nordisk myself. I was in their system, but still not approved. The representative put me on hold and in 5 minutes had me approved. My medication arrived at my doctors office in three days. I found out, due to Hippa laws, NO person can call for a patients info. So these so called advocates are lying. Thats why it took me 5 minutes to get an approval. I was the patient. If I didnt, I would still be waiting for my meds. The excuse I received was the company was so backed up due to shortages, etc. So in a nutshell, RX123 are charging $60 a month for an entire year to do absolutely nothing!! I received a 4 month supply at one time. So for at least 4 months, why would or how could this company charge $60 a month? To do what?? I received a $59 refund. The other $50 they said was for their service. They emailed/faxed the paperwork that I & the Dr. filled out. Easy $$ for them! By the way, my meds are FREE for a yr. & no fees by being my own advocate. The scam comes into play when they lied by omission!

  Business Response

  Date: 10/02/2023

  This complaint is completely unfair and inaccurate. The customer is now the one omitting clear and important information. We constantly work on our customer's accounts, make sure they get approvals, help with refills, new paperwork, questions, etc. Basically anything the customer asks for ******************** with, we provide. The fact is, this customer, and most others, would get themselves denied if it were not for our assistance. This customer is putting false information out there and it will hurt other people who are in need of assistance. The fact is, this customer understood our services, and understood exactly what we did. They simply decided to use us to get approvals and then omit the facts of how we assist in the beginning and continuously throughout the next year or more.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20682031
  
  I am rejecting this response because:

  
  They are accusing me of giving false information. I am attaching emails . As you can see in my 1st email to them on September 14, 2023, I literally state I paid for my fee & meds on August 23, 2023 & they do not correct me. A month after I sign up they state the $60 each month is a fee.  They knew I was onto them & finally stated it. Im not a liar & do not feel like going through all of this, but doing so to inform others. Its a sneaky tactic in the wording at the initial phone call is where they get you to believe that you are paying for meds each month. They seem to be doing that because thats how they are making their money. The only way they can make money is by charging a monthly fee.  The company, Novo Nordic, specifically told me NO ONE, not even third party advocates, can access your account with them. They assign a patient ID# to each patient. I gave them the one RX123 gave me & it was incorrect.  She gave me the correct # & got me approved in 5 minutes, something RX123 was waiting on & was advocating for supposedly.  RX123 could NOT call them & ask anything on my behalf. No tracking for shipping because they cannot talk to them on my behalf & receive that information. Again, the only thing these people can do, according to Novo Nordic, is send in completed documentation by the patient & doctors office. But the patient can literally do this themselves for free. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/11/2023

  I reject the customer's rejection. Again, they are making things up. They signed paperwork that stated they understood exactly what our services entail and the fact is that we got this customer approved for medications that he would have been denied from if it was not for our assistance (they did not send in everything correctly at first and did not send in all the information needed). This customer is putting other peoples medications at risk because they are unaware of how these programs work or how to do them. The fact is that the customer received our services, agreed to our Terms of Service in signed paperwork, but then decided to go on without us. That is completely fair, but lying about what our company does and how we assist our customers is unfair and disingenuous.

• Initial Complaint

  Date:07/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3 2023 I paid *************** $99.95 for prescription assistance . As of July 12, 2023 I have received nothing. I called several ph numbers to get in touch to cancel. I was told I needed to pay $3.95 on another card to get a Free gift card to get my refund. I refused and they hung up. I have contacted USAA to dispute the $99.95 charge. This company is not reasonable. Paying to get a charge refunded. ***************************** ************

  Business Response

  Date: 07/13/2023

  I am sorry the customer is not satisfied, however everything stated here is completely false. The customer never called us back once, and clearly called a different phone number. The message he states sounds like it is from another company and he was just calling the wrong number the entire time. We are more than happy to give a full refund to customers who are unhappy, however everything he has states is false. This message should be taken down for the simple fact that the customer enrolled and never contacted us since.

• Initial Complaint

  Date:07/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29, 2023, I paid Prescription Assistance 123 $109.95 which is the initiation fee to join for savings on non-generic prescriptions. On May 8, ****, I paid $***** for the first months membership. I had completed all the necessary paperwork and was told that I was eligible for the program and that I would be able to purchase Restasis at a discount if I paid $59 per month. They failed to contact me in a timely manner to inform me that there was insufficient paperwork to complete the assignment and so they again billed me on June 7, 2023 for $***** and then again on June 16, 2023. After complaining about the bills with no shipment due to my doctors unresponsiveness and unexplained stalling by PA to get a response, I was reluctantly granted a refund of the June 16 payment. In the meantime, I had to renew my current eye drop prescription (90 day) for $136.80 as I couldnt do without. Since I have had nothing but bills from PA, I believe I am owed a refund of $119.90 (the May 8 and June 7 payments of &***** each. I am not asking for a refund of the initiation fee but to be charged a total of $229.85 and have received nothing is not what anyone would expect. Now, if they want to put the blame on my doctor and me, I will say that the stalling done by them in not keeping me informed in a timely manner contributed to the extra billing charges. I gave up on them because of poor communication and sloppy management by the staff including incredible rudeness on the phone. This is not a company out to help with prescription costs as far as my experience goes. I ended up wasting a lot of time and money with people who are not interested in helping.

  Business Response

  Date: 07/07/2023

  I am very sorry that the customer was not satisfied with the original refund that we issued. We would gladly issue another month refund, even though, as the customer acnowledged, the doctor did not fill out their portion correctly. We received the customers documents and then immediately sent them out to the manufacturer. Once we found out the problem, we contacted the customer on the exact same day (a month after we sent the documents out, which is standard processing time). The customer was not satisfied with our answers, which was that the doctor needed to send out the correct documents with the correct information. This is something that we cannot change- the doctor was incapable of filling out paperwork correctly and that caused the problem. Either way, we will gladly issue that second refund if we can speak to the customer over the phone and confirm this first. 

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Crx123 to get help paying for a prescription. I was told there was a one time filing fee of $50. The medicine would be ***** per month. I was relieved and agreed. My card was charged $****** on 4/10/23. I have called the company 6 times because I'm completely out of my diabetes medicine as of last week. I keep calling and leaving a clear message and phone number. I have also sent an email.Is this a felony crime for this company to collect my insurance, medical, and proof of income with no intent to provide medicine? In addition to this, my doctor gave her Rx number and signature by fax. The doctor and I mailed hard copies in the same envelope to make sure I could get my medicine for $*****. Should I alert my doctor that her information was collected and I'm not being given the medicine she prescribed?I wish to have a full refund of the ******. Since the $***** is a monthly subscription fee as other complaints I've read, I don't want that money to be charged in May 2023 or ever again. I was told the $***** was the charge from ****************, the makers of ******************** has put my life in danger because each time I called I told them how many doses I have. I am out as of last week yet I did not get emergency help. I will not have a shot for possibly another week or two thanks to this company.

  Business Response

  Date: 05/01/2023

  Hi, 

   

  We spoke with this customer earlier today and they immediately regretted writing this review as it is not what they believe. They are going to cancel this review, because they are staying in our program and will be receiving their medications because of our services. We spoke with them last week to let them know they would be getting their medications, but they must have forgotten about the conversation. Furthermore, we offered the customer a full refund anyways, but they denied it and stated they still wanted our assistance. Please take down this review as the customer agreed that they do not think anything they wrote was accurate. 

  Customer Answer

  Date: 05/10/2023

  ***Updated Info From Consumer***

  I would like to close my complaint against CRX123.  Thank You, ************; K****
  

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 14, 2022. I contacted prescription assistance 1 to 3 and spoke with a gentleman named *******. He advised that he could indeed help us get my husbands prescription but first we need to pay a $50 enrollment fee and the first months medicine charge a 59,95, before he could email an application. This didnt sound right to me. So I called your office and asked if this was a good company. The representative I spoke with advised that this company had a B+ rating. So I called ******* back gave him my husbands debit card information. He emailed an application which required quite a bit of effort on my part to get around and gather all the information that was requested including two visits to his physicians office for form completion and a prescription. I was never advised that any point that the $59.95 a month fee was a service fee in fact ******* flat out said that it was for the medicine! I called to make sure that my email of the application had been received and I was advised that because I took pictures with my phone of all of the information and emailed it. It was unacceptable that I would need to go and have it faxed to them which I did. I called the next day to make sure fax was received was advised it had been received. A week goes by and I called for status and was advised that it takes 5 to 7 days for application to be processed. So I called back and was advised that it had been processed by prescription assistance 123, but then it has to go to the pharmaceutical company and that is another 7 to 10 business days. I was advised that it would be due to be returned to them by December ********************************* with a status. I never heard anything from anyone so I called today. A lady named ***** advised that the application was back from the pharmaceutical company, and that my husband had been approved for free medication. And this and only this time was high advised that the $59.95 was a monthly service charge. The pills were free but that he would have to pay $59.95 a month to continue to receive them that this amount was indeed a service charge for their services. when I advise ***** that this was not told to me ever before she got loud and rude and said that it was in the email I was sent. To which I said to her we were not ever sent the email until after we made the payment of $109.95. She said oh yeah thats correct $50 for an enrollment fee and $59.95 for the monthly service charge again I told her that was never said to us that this was the first time we were hearing that the $59.95 a month was a service fee. She advised that she couldnt help that we were not informed but that that is what it was and we had to pay it at which time my husband spoke up and said no I want this canceled. I want my refund and she would not let him speak to her. She would not let him explain the situation, and how we had been misinformed. She just kept saying that she needed to be the one to do the talking, and he needed to be the one to listen . We had to get a hold of our bank and stop any future payments to Prescription Assistance 123. We want a full refund of the $109.95 that we paid on November 14, 2022.

  Business Response

  Date: 02/07/2023

  I am terribly sorry that the customer was not happy with our service, or the services that we provide in general. Our goal is to assist customers get approved for the patient assistance programs. We provide our industry-knowledge and make sure everyone gets approvals, gets their medications in a timely manner (as well as refills), and answer any questions customer's *** have regarding the process. This customer received our services, btu simply did not wish to continue. Perhaps there was some confusion upon enrollment, but we always strive to provide our services as quickly and clearly as possible. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18578818
  
  I am rejecting this response because: the response is not truthful.  The program associate was completely misleading. Failed to be truthful as he plainly stated that the monthly fee was the price for the medication.  Then later advised it was their fee for helping.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  i spoke with this customer on the phone a couple days ago and went over everything and even offered a refund. Furthermore, we sent this customer documents stating exactly what we do and exactly when and how we charge for our services. This customer signed an affidavit attesting that they understood exactly who we are and what we charge for. On top of this, all of our phone calls end with a recording of us going over our monthly charges and what we charge for. This customer was told what we do several times, and sent that information in written form, which they signed and sent back to us. 

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife **** was referred to this company and applied for aid through them back in October for paying for some really expensive meds. They wanted our credit card number and said they would not charge us if we were not approved. Well, we were not approved, we notified them and were told we would not be charged. We HAVE been charged 59.95/month the past two months. We want a refund and to be taken off of their list.

  Business Response

  Date: 02/07/2023

  I am sorry that the customer received a denial letter, however the customer has not called us one time since enrollment. We have a policy of 100% refunded payments if there is a denial. We believe the customer has not been talking to us, but has been talking to another company instead. We have called the customer to offer a full refund, but have yet to hear from them yet. They are obviously due a refund, so there is nothing to worry about!