ComplaintsforAbbVie Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am repeatedly denied from using the AbbVie website botoxsavingsprogram.com I have an account and have used it once in the past. Now when I get to the end of a new claim, I get a Cloudflare error that I have been blocked. Two months of calling and emailing has finally resulted today 4/12/24 of an agent telling me to fax or snail mail my order.No reason has been provided as to why they have blocked me from doing this online. In the past, their staff would tell me they had "no record" of my previous calls. I have limited mobility and there is no reason I cannot use the website other than an arbitrary block that is most likely in error and needs to be corrected.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On March 25th 2024, I was trying to get a refill for a prescription Rinvoq. However, I was told by my insurance ****************** and Blue Shield) that they will not cover excess of cost. Additionally, my savings card through Abbvie was out of funds so I am unable to buy the medication. I spoke to my specialty pharmacy Carelon Rx told me to apply for another savings program card on Abbvie to be able to cover the medication cost. CarelonRx was also trying to make me pay $500 out of pocket for a month supply of Rinvoq then they will reimburse me. I do not have that kind of money and do not trust any of these companies to reimburse me. I applied for the savings card on March 28th 2024, and was told on April 8th 2024 that it was denied. Throughout this time my symptoms are worsening and reducing my ability to do certain activities. All three companies (Carelon Rx, Abbvie, Anthem) are preventing my access to healthcare and making my health symptoms worse. Anthem pulled the rug from under me and not notify me that my medication won't be covered. ********** told me incorrect information to solve the issue and delaying my treatment. Abbvie also gave me incorrect information which has delayed my treatment. Then on April 8th 2024, Abbvie told me that I did the incorrect steps despite both Carelon Rx and Abbvie telling me to apply for Abbvie savings program application to access a savings card. Now I am having to wait again to get a response from both Anthem and Carelon Rx to see if my medication can be covered. Like I have mentioned, longer delay will further my symptoms to worsen due to all three companies negligence. I honestly do not know what to do at this point since all three keep kicking the buck and won't provide the necessary information I need to access the Rinvoq medication despite having to rely on the medication to be able to do basic functions.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered from AbbVie a $4600 order. It was received 4 days late on the product was entirely destroyed. It has been nearly impossible to get return labels. However even after doing this and shipping the product back they refuse to allow me to use the credit that they were supposed to give me to create a new order. This has resulted in many of my patients having their appointments canceled and has dramatically affected their care negatively. When I called back this morning on Monday morning and explained all of this I was not given any solutions and was told to call back tomorrow. I have repeatedly sent emails and have documented communication regarding this and there has been no attempt to facilitate either return of my money or a new order using the credit. I have a credit memo that they refuse to allow me to use. And I still have two vials of cosmetic Botox that I have not had any refund for as of yet.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been trying to renew my coverage for the 2024 year since November 2023. They continue to find errors in the application from my doctor. The latest with a fax from my doctor. *** they say the fax copy is not clear. My Dr. *** has complied by sending the fax at least 6 times. No information. has changed, it is the same. Just needs to be refills for the coming year. My medicine is Armour Thyroid 120 for a 90 day script. The amount is $180.00. Most of the time I call, and I'm put on hold and 10 minutes or so later call drops. I am a 83-year-old living on Social Security and also, I have Breast cancer. Any help I can get for my medications is necessary.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had absolutely no confirmation that my prescription went thru their system. I went and refilled my medication because it was needed. Almost a week later I am charged $75 and get an email that my prescription has shipped. I checked a week prior and it said it was canceled. I was never given any notice whatsoever. I called and spoke to tier 1, a real nasty agent was on the line and blamed me for not calling in. I never used this service before and they were closed so I couldn't call. I want my refund as I will never do business with abbvie or ************** for synthroid delivers again!

  Business response

  03/07/2024

  On February 2, 2024, the consumer enrolled online in the Synthroid Delivers program, and an order was received by **************. This order was cancelled according to standard protocol for initial prescription fills, as ************** needs to manually retype the prescription and attach the correct National Drug Code. The prescription was retyped on February 5, and a new prescription was received from the consumer's Healthcare Provider. The order was then processed and shipped on February 7.

  On February 8, 2024, the consumer spoke to a representative from ************** regarding the order and mentioned she had not approved the order. An investigation was created and initially denied, as ************** records indicated the order had been requested at the time the consumer enrolled for the Synthroid Delivers program.

  The consumer then spoke to a Supervisor at ************** on February 15, and a courtesy refund was provided to the consumer due to the confusion regarding the initial order cancellation. At this time, ************** has not received any additional calls from the consumer after the courtesy refund was provided on February 15.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am a physician who has been using Botox products since 2003. I set up an account in either 2010 or ****************************************************************** approximately 2020, I found out my account was "blocked" and I was unable to order the medication. My office and I wasted time trying to resolve the issue. No explanation was ever given to me as to why I was blocked. I was able to obtain the medication through the patients' specialty pharmacies, luckily. Then last year, I tried to order Botox for another patient. I was told my account was blocked again. I wasted more time answering ********'s questions and getting recredentialed. By the time that was done, the patient found someone else to perform the Botox injections for migraine AND decided to leave the practice altogether thinking that we had wasted her time. Then yesterday, I called to try to order Botox and was again told my account was blocked for a third time. ******* told me he would sent an urgent email to his superiors and to please give him about 24 hours. I just called and he said he did not receive any response. For the third separate instance, no one has any idea why my account is blocked. Apparently, I have two accounts and both are blocked. I once again have to go to other doctors to try to get the medication or risk losing the patient. The whole thing is embarrassing. I have never been sued. I don't have any complaints against my professionalism. In fact, I was a speaker for Abbvie for migraine at one point. No one has any idea why I can't order the drug; yet no one wants to unblock either of these accounts. This is offensive. Abbvie should have a good reason to ban doctors from ordering therapeutic medications.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have been on Skyrizi for over 4 years and for those 4 years Abbvie has been a good company with service until this recent prescription order back in November 2023. My new specialty pharmacy is Accredo sent me my prescription and then sent me a bill for $3200.00. I called Abbvie Co-Pay support in December of 2023 to have them fix this with the pharmacy like I have done many times before. The "ambassador" representative said no problem you are covered and we will call the pharmacy and take care of it for you. Time started to pass and there was still a balance, so I called Accredo they confrimed that Abbvie called them and it is delayed on their end to reprocess the claim like Abbvie told them to do. Accredo finally reprocessed the claim and said Abbvie covered everything but $3200.00 again. So now it has been 2 months and now I am back at the begining. I am a school teacher and had to take time out of teaching today to call Abbvie. I was on hold for 2 and a half hours before the rep said I had exhausted my 2023 benefits and that I owe the pharmacy $3200.00. I said I called in December and your representative said the $3200.00 would be taken care of. The representative confrimed that I was right they did say that it was in the notes, but there was nothing they could do. They were unsympathetic and just said they would transfer me to another department at this point I had been on the call for 3 hours. They transfer me to another person they was even less sympathetic then the previous rep and after been transfered said they was nothing they could do which wasted another 30 minutes of my day. $3200 is more than my mortgage payment and as a teacher I could never afford to pay that Abbvie is leaving me with. Over the 4 years they have made over $100,000 on me taking ****** and that they absolutely did not care that I would no longer be able to seek treatment for my condition because of the $3200 balance. Abbvie is just another greedy pharmaceutical manufacturer!

  Business response

  02/20/2024

  Thank you for sharing the experience.  We are currently reviewing what transpired and will be in contact with the patient with options.

  Customer response

  02/21/2024

   
  Complaint: 21257525
  
  I am rejecting this response because: I have received zero communication from the company.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My issue is like many others. A Patient Assistance Program is supposed to provide qualifying patients with much needed medication. But, even after approval by Abbvie, it's difficult to get them to ship medication. Their customer service is awful and contact system is impossible. I get my Armour Thyroid from Abbvie and have been trying to get a shipment since November. They have reason after reason to cancel my refill. Each time, *************** jump through their required hoops. They say they are sending my refill to their pharmacy and to wait 7-10 BUSINESS days for it to ship. During those 7-10 BUSINESS days (which amounts to 2 calendar weeks), the patient can't get any more information. When calling their automated shipment number, you get "we cannot process your request at this time". After 10 BUSINESS days, I call the Abbvie number, wait on hold, and are told my refill was canceled by the pharmacy. This has happened 5 times since November 2023 and each time they give a different reason. First, they delayed shipping until my refill expired and they needed a new RX. By then, a new 2024 application was needed. Other reasons since then were--drug name was written incorrectly, RX was done by the doctor filling in for my vacationing doctor, wrong NPI number, a "computer glitch" on their end, Abbvie sent it to the pharmacy with my 2021 application and the wrong RX, and now, there is a "Prescription Application" for 2024 that they need my Dr to complete. Each time their Pharmacy cancels my order, I have to wait another 2 weeks to call again, only to I find out that I must start over. It is now February and I am still without my refill. I've asked many times to speak to a Supervisor. They take a message, but "can't guarantee a call back", and the Supervisor has never called. They say there are only 2 (sometimes 1) supervisor. They need a better system to correct problems and communicate with patients besides the "wait 7-10 BUS days and call us back".

  Business response

  02/06/2024

  this has been resolved. product delivered.

  Customer response

  02/07/2024

   
  Complaint: 21234473
  
  I am rejecting this response because it is premature.  This is not resolved yet and the product has certainly not been delivered.  I did receive a call from an Abbvie representative on 2-6-24.  They said that they would be overnighting my prescription.  They also said that they needed to clarify the wording on my prescription with my doctor.  However, they were using an old prescription dated in December 2023.  I told them again that my doctor has sent in 2 corrected prescriptions since December.   It is important to note that I received this call from Abbvie after they sent in their response that said the issue had been resolved and the product delivered.  While I appreciate their effort to reach a resolution, the issue is not resolved yet and I have not received the medication.
  
  **********************************************

  Business response

  02/15/2024

  This can be closed. Our Patient Assistance Team reached out to the Patient and resolved the issue.

  Customer response

  02/15/2024

   
  Complaint: 21234473
  
  I am rejecting this response because:
  

  This case should not be closed and has not been resolved.  As I stated in my last message, I did get a call from an Abbvie representative.  She was not a Manager or Supervisor and she told me that her Manager asked her to call to say they would be overnighting my medication.  She was not familiar with my account and could not address my questions.  But she did tell me they were using the prescription they had from another doctor that was received in December.  I told her that was the incorrect prescription that they had refused to accept before.  I also told her that my correct doctor has since sent in 2 correct prescriptions.  Four or five days later, I did received a bottle of medication.  However, it was only a 90-day supply with NO REFILLS and they still used the incorrect prescription from the wrong doctor! ******** I will not be able to get any refills, even though my doctor has sent in numerous correct prescriptions, and Abbvie has received and accepted a new 2024 Application for me.  Today, February 15, my doctor has faxed Abbvie yet another 2024 recertification/application and correct prescription showing Refills.  I will not consider this case closed or resolved until I receive written confirmation from Abbvie that this new information is received, approved, and I will be able to get my refills for the remainder of the year without a problem.  I should not have to start this horrendous run-around all over again in 90 days.

  
  **********************************************

  Business response

  02/29/2024

  This can be closed. Our Patient Assistance Team reached out to the Patient and resolved the issue.

  Customer response

  02/29/2024

   
  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.
  
  ***********************************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company advertises they will provide CREON to people that cannot afford their medication which is FAR from the ****** My GI doctor prescribed CREON months ago. My insurance denied coverage. My doctor's ****** has sent in my application at least 3 times and faxed the denial letter from my insurance company multiple times only to be told they do not have either of them. This has become a weekly game for months with hours spent on the telephone with them for both me and my doctor. I am beginning to think this is a total HOAX. Months without medication, hours of time wasted and still no answers for me or my doctor. What kind of company is this? I received an email from them last week asking how it was going for me over the last month since I had started taking the ****** I have NEVER received One thing from this company to date. I responded to the email asking what they were talking about because I have never received anything from them and NO response back. Someone needs to look into this so called patient assist program because I do not think it even exist. When you are on the telephone with different representatives you can barley hear what half of them are even saying because all you hear in the background is screaming kids. What a JOKE......

  Business response

  02/06/2024

  This complaint can be closed. Out ******** Services has reached out to the Patient and resolved the issue.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have submitted 4 applications for 4 different medications to MyAbbvie which were all approved in December 2023. I have confirmations from my various doctors that their prescriptions were faxed to MyAbbvie numerous times as well as copies of the prescriptions for my records. I've spoken to probably 16 different CS *********** give out misinformation, lie and repeatedly disconnect the calls after waiting on hold for upwards of ***** minutes. My of my prescriptions were to be processed on 1/16/24 and I find out today that they were cancelled by the pharmacy for expired prescriptions. There are a team of women in CS who should be fired and couldn't possibly care less about customers or have any sense of gratitude for their jobs or pride in how they conduct themselves. This morning I asked to escalate to a manager (because now I'm going to run out of meds) and these women can't ***** themselves from their stupor to care or do anything about it. THIS IS THE WORST COMPANY AND WORST CS I'VE EVER HAD THE GREAT MISFORTUNE OF DEALING WITH!!! I spoke to a manager this morning who said he would recreate the orders that ******* on the 16th screwed up, but I have little faith that after dozens of calls that I will actually get my medicine. I've also requested to lodge a formal complaint with them and have been told someone will call me back. I've also heard that one before.

  Business response

  02/06/2024

  This can be closed. Our Patient Assistance Team reached out to the Patient and resolved the issue.

  Customer response

  02/07/2024

   
  Complaint: 21197598
  
  I am rejecting this response because:  The representative, Destiny, did reach out to speak to me and I informed her of all the problems I've had with the program.  Today, 2/7/24, I received both a text and email which are attached notifying me that my request to no longer receive notifications from MyAbbvie has been processed, and I will receive no further notifications from the.  I DID NOT REQUEST TO CANCEL RECEIPT OF NOTIFICATIONS.  I have spoken to CS Rep ***** and Supervisor ***************  He stated that there seems to be a glitch and the system is not allowing him to add my notifications back.  He said he would look into this and call me back in a few days.
  
  Sincerely,
  
  ***********************

  Business response

  02/14/2024

  This can be closed. Our Patient Assistance Team reached out to the Patient. The Patient now receives notifications and has been advised.

  Customer response

  02/15/2024

   
  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,
  
  ***********************

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