Complaints

• Initial Complaint

  09/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I Called in 3 refills on September 13th 2022 to CVS and was told that they were scheduled for a later date, but I only had 6 pills left of 2 of those medications. I asked them to refill them earlier and they said they would, they went through and would be ready in about an hour. Sometime later, after an hour I stopped by the pharmacy and only one was ready. I had to do the exact same thing again to have the other 2 filled, but did not have time to return. I added another one the next day, and returned on September 17th. When they rang up the 4 Rx's the machine did not put them on my extra care card# XXXXXXXXXXXXX despite the fact that I tapped that option on the pinpad. They told me I had to call Extra Care. When I called Extra Care they said they had to transfer me to the corporate pharmacy number. They said I had to call Extra Care. These are the same type of problems that made me switch from Walmart. I will be switching again. I don't have time and gas to play with getting my Rx's and store discounts.

  Business response

  12/13/2022

  Consumer Response /* (3000, 12, 2022/10/21) */ I have not had any calls from anyone from CVS. I only got an automated pharmacy call. I do not consider automated calls as a response to a complaint especially since they seem to be just info regarding the fact that I have refills that are past due since I moved my profile to a different pharmacy due to the issues I had. Consumer Response /* (3000, 16, 2022/11/01) */ I discovered that CVS had two HMO Insurance cards on file although I only gave them the current one. This error was transferred to my new pharmacy and I ended up having some of my prescriptions being billed to Johns Hopkins Advantage MD, and some being billed to the correct one Alterwood Advantage Choice. I discovered it when I got two Explanation of benefit letters from each HMO showing that I had claims sent to both HMO's during the same time period. My current one is Alterwood Advantage Choice, I changed out of Johns Hopkins on advise of my insurance agent before I even got completely enrolled or received my insurance card from them. Im not sure if CVS billed both HMO's since I recently discovered the error and the EOB letters dont list the billing pharmacy, but I do know they presented this error when they transferred my profile to my new pharmacy which caused my new pharmacy to be confused on who to bill. I now have to try and have my insurance agent sort this out since the pharmacy can only file claims, not transfer billing from one HMO to another from a previous claim.

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