ComplaintsforPrescription Lifeline

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 6-24-24 I called Lifeline Prescriptions I provided them with required information. I was told at this time I qualified and how would I like to pay $79:00 for my Eliquis a month. I said that sounded excellent. I received all paperwork and filled everything out and sent back to Lifeline Prescriptions. I received a letter dated July 18th from Bristol ***** Squibb Patient Assistance Program. That I didnt qualified for the assistance because I had not provided proof of out of pocket expenses. I called Lifeline on 7-24-24 at 3pm and told them they said they would fax the report to them and call back on 7-26-24. I forgot to callback but called on 7-29-24. Worked with ***** from Lifeline she did conference all with me and ******************. ****************** received pharmacy report but said I still didnt qualify because I like $30:68 meeting the 3% of adjusted gross income. I was told by ***** that there was a $300:00 allowance toward out of pocket expenses from ******************. We then called back the lady said There was no such thing as the $300.00 allowance. ***** had me call a third time to be told same thing. ***** then had me call and speak to a supervisor at ******* **** whose name was Will him and another supervisor said same no $300.00 allowance I talked to ******** from Lifeline on 7-31-24. She said the $300:00 allowance was verbal with ********************. I said to cancel my subscription and refund me I had to speak to supervisor. On 8-1-24 spoke with ********************* she said I wasnt entitled to refund. I said I didnt receive any Eliquis so why not she said it was membership fee. 6-24-24 they said that would be the cost of my Eliquis. I have made to payments of $79.00 and one payment of $50.00 for processing fee is

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company has been taking $79 a month, a total of $896, just to refer me to another company that actually supplies my medication. I am not sure why they&#**;ve been charging me monthly if they are not providing any actual services. I would like to be refunded.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed for rx qssistance with Lillycares through OSU. I got mail from them stating I was approved. Within a couple days ************** called and congratulated me for being eligible. She said she would see that ireceived my meds every month at my home but it would cost $79 a month. I asked why it wasn't free and she said my income was too much. I thought I was talking to Lillycares. I gave them my bank I fo and they started taking out money in February. This was an old account that we used for my husband's pension and paid his truck payment out if it. There was about $100 left so I gave them info for that account. I thought after a couple months my husband was overspending. The next 2 month, ***** and May, his truck payment bounced. We ended up paying $395 for nothing. No ***'s. No service, nothing. This is a scam business. Contact drug company for free med. You dont needt heir help.Runnnnnn!!!!!!!***************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for my mother who has had a membership with prescription lifeline for the last seven years. In the last 12 months, a number of prescriptions that she had been getting she hasnt been getting when I called this week not only could they not find her in the system, and then miraculously found her they admitted several of the prescriptions have not been Being sent and they didnt know why they alleged My mothers doctor ***** responded however they had another prescription Lifeline dropped the ball and have been charging $125 a month for a year for nothing. They did offer me upon cancellation one months refund which is not enough and the manager I spoke to said there is nothing else I could do.

  Business response

  06/05/2024

  Complaint ID: ********

  Thank you for sharing your feedback. We understand that navigating the application process for patient assistance programs can be complex and demanding. At Prescription Lifeline, we are a membership-based advocacy organization dedicated to guiding our members through the application process for programs offered by pharmaceutical companies. Please note that our membership fees cover advocacy services, not the medications themselves. Our primary goal is to represent our members' interests and support them throughout the application process.
  We regret the difficulties you encountered with the program. Unfortunately, there is not enough information to locate the account in question.
  

  Your Advocate @ Prescription Lifeline

  Customer response

  06/06/2024

  Complaint: 21783860
  
  I am rejecting this response because:
  It ignores anything I said and we are still waiting for the May refund as promised by a manager. The acct is Member ID *******
  Regards,
  
  ***************************

  Business response

  06/11/2024

  Complaint ID: ********

  Thank you for your feedback. We understand that applying for patient assistance programs can be complicated and time-consuming. Prescription Lifeline is a membership-based advocacy company dedicated to helping our members navigate and apply for these programs, which are sponsored by pharmaceutical companies. Our role is to advocate for our members and assist them throughout the application process.
  Please note that our membership fees cover advocacy services, not medications. After reviewing your account, it appears there was an issue with the payment. The authorized refund has been processed today. Please check with your financial institution regarding its availability.
  At Prescription Lifeline, we are committed to delivering exceptional customer service and regret that we did not meet your expectations in this instance.

  Your Advocate @prescriptionlifeline

  Customer response

  06/11/2024

  Complaint: 21783860
  
  I am rejecting this response because:
  Its a repeat of the last reply and does not address the May refund promised by management and confirmed processed by a manager named ****** today 6/11 ** who said it was done May 30. 
  
  
  ***************************

  Business response

  06/18/2024

  21783860 - 

  Now that the member ID has been provided, I would like to assure you that the refund in question has been processed.  At Prescription Lifeline, we are committed to delivering exceptional customer service, and we regret that we were unable to meet your expectations in this instance.

  Your advocate @ Prescription Lifeline

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint about how this company treated my mother. The call themselves a patient advocate company but it seems they like taking money from people and advocating for the pharmacy companies. They somehow approved my mother for the eluquis she has been prescribed. But at the first of the year they continued to take her money and requesting information from her. Then in May they tell her she hasn't spent enough to qualify because she hasn't spent enough of prescriptions this year. When asked my she had to qualify every year the said the program resent in Jan and she had to have the spending amount met by the end of January. The program reset in January but the keep pulling out of her account which they should have known by the data that was sent the previous year that she would not be able to meet in January. So the kept taking money and dragging out the process still taking her money. Now they won't return her money that they took all year knowing she didn't qualify for the program. I know they may be legally allowed to operate this way but it isn't right and no one should take advantage of people this way.

  Business response

  06/05/2024

  Complaint ID: ********

  Thank you for your feedback. We understand that applying for patient assistance programs can be complex and time-consuming. Prescription Lifeline is a membership-based advocacy company that helps members navigate and apply for these programs sponsored by pharmaceutical companies. Our mission is to advocate for our members and assist them in the application process. Please note that membership fees cover our advocacy services, not medications.
  Upon reviewing your account, we found that you signed up for our advocacy services and were informed of the out-of-pocket requirements. All members are made aware that they are eligible for holds while they work to meet these requirements, but it is their responsibility to contact their advocate to request these holds. While we believe we followed all appropriate protocols, we are processing a partial refund as a gesture of our commitment to customer satisfaction.
  At ******************, we strive to deliver exceptional customer service and regret that we did not meet your expectations in this instance.

  Your Advocate @ Prescription Lifeline

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company promised to help my husband get prescription. We faxed ALL documents to company twice (personally and the doctors office). Company deducted monthly fee from our bank account for months without helping him get the prescription. When I called, they said they did not receive an application (this was included in both faxes). After four months of no medication, we went to the pharmaceutical co. ourselves. Prescription Lifeline is a SCAM. Do dont believe the lie they are helping you do anything you cant do yourself. Dont pay them a dollar.

  Business response

  05/13/2024

  Re: 21648209

  Thank you for reaching out to us, and please accept our deepest condolences for the loss of your husband. We recognize this is an incredibly difficult time for you, and we are here to provide all the support you need.
  

  We appreciate your feedback and understand that navigating the application process for pharmaceutical assistance can be overwhelming. After reviewing your situation, we are pleased to confirm that the application was submitted by your doctor for your husband has been approved through December 31, 2024. This application was not returned to our offices as you stated but forwarded from your doctor, we confirmed this by ensuring that authorization was included for us to communicate directly with the pharmaceutical company on your behalf.

  
  At Prescription Lifeline, we are dedicated to assisting our members with the complexity of these programs. Although it's possible to apply on your own, our mission is to simplify and expedite this process. As a gesture of our commitment to your satisfaction during this challenging period, we issued a partial refund on May 1, 2024.

  
  We want to make sure your experience with us is as smooth and supportive as possible. If you have any further needs or suggestions on how we can improve our service, please do not hesitate to contact our customer service team. We value your feedback and are eager to assist you.

  Your Advocate @ Prescription Lifeline

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was put in contact with Prescription Lifeline in an attempt to secure my Eliquis (expensive) medicine from ****** I was told that there would be a $50 sign up cost. I was then told they could get my medicine for free through their service. I would pay $75 a month for the membership. They immediately took out $125 from my account. I was to submit several documents before they could send me my medication. I had to get some documentation from Social Security and ********* This proved to by complicated and time consuming. I waited and waited to get a Denial Document from SS and ********* I was not able to get all documentation to submit, so the contract was not valid or completed. It was not a completed contract, as it lacked all the information Prescription Lifeline required. I did not received any medication for the month of February. Prescription Lifeline then took $75 from my account for the month of March. I still had not received documents to complete my contract. I contacted them to tell me I did not receive any medication from February or March. They told me that the $75 was for the membership not the medicine. I told them that they couldn't take money for a membership that provided me with nothing. They said that wasn't their fault and that I had signed a contract. I stated that the contract was not valid as all the information and documentation had not been submitted. It was an open contract and as such, they were not authorized to withdraw payments until the contract was valid. They refused to refund money and would have continued to withdraw payments even if I never received the SS/Medicare notifications. They likened it to a gym membership and me not using it. I said it was charging me for a membership where the doors were locked or closed down. I was not able to make use of my "membership" therefore, they were not entitled to take my money. The contract was not valid as I had not complete the registration with all documents.

  Business response

  05/08/2024

  Re: Complaint ID: ********

   

  Thank you for your feedback. I understand that the process of applying for patient assistance programs can be complicated and time-consuming. Prescription Lifeline is a membership-based advocacy company that helps our members navigate and apply for these programs, which are sponsored by pharmaceutical companies. Our purpose is to advocate for our members and assist them in the application process.  Membership fees are for advocacy services not medications. Our purpose is to advocate for our members and assist them in the application process. 
  
  After a review of your account, when you signed up for our advocacy services you completed the Prescription Lifeline Membership Application. You and the advocate completing your welcome call reviewed 16-line items and you then electronically signed the document agreeing to the terms of our services including payment schedule.  These line items include disclosure that our company provides advocacy services, not meds, that billing begins immediately,that it usually takes 6 8 weeks to receive meds from the pharmaceutical company when there are no delays in receiving paperwork. In addition you were informed during this call that you would need to obtain the *** denial letter.  This was also included on the letter that was sent to you with your new member kit.  While we maintain that we acted in accordance with all appropriate protocols, we are processing a partial refund as a gesture of our commitment to customer satisfaction.
  

  At ******************, we are committed to delivering exceptional customer service, and we regret that we were unable to meet your expectations in this instance.
  

  Your Advocate
  Prescription Lifeline
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid the company $129.00 but then my doctor told me I didn't need to be on a medication because of pretty significant improvement without it. I contacted them within the 30 day cancellation period; at first they said I'd be refunded outside of a $50 enrollment fee but then a woman on the phone said I would need the original hard copy of the application. I told her I didn't keep a copy after faxing it to prescription company they go through plus I knew after talking it over with my doctor I was going to cancel the membership - she then informed me I wouldn't be getting a refund for any of the money. Note: I never received any medication, and they evidently don't need a hard copy of someone's application to keep their money.

  Business response

  05/14/2024

  Re: 21601062

  As an advocacy organization, Prescription Lifeline is dedicated to guiding our members through the complex process of applying for Patient Assistance Programs offered by pharmaceutical companies. Our role is to ensure that navigating these programs is as straightforward and stress-free as possible.
  

  We want to be clear: our fees are for advocacy and support services, not for the medications themselves. This distinction is important and is always communicated to potential members at the outset, with details included in the new member kit.
  

  Additionally, our cancellation and refund policy is outlined explicitly in the same kit, ensuring that all members understand their rights and our procedures upon joining.
  

  At Prescription Lifeline, integrity and dedication are at the core of everything we do. We are committed to acting in the best interests of our members, helping them access the treatments they need without undue burden. As a gesture of goodwill and to demonstrate our commitment to your satisfaction, we have decided to waive our standard policy and process a partial refund for you.
  

  We are here to support you every step of the way and are grateful for the trust you place in us.

  Your Advocate @ Prescription Lifeline

  Customer response

  05/14/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called a few times to inquire about my refill for ******** and the recording said to call back in two hours having trouble with phone lines. That was a few days ago and today same thing. Please advise. Thank you

  Business response

  03/12/2024

  Re: Complaint ID: ********

  Thank you for your feedback. We're truly sorry for any difficulty you've experienced in connecting with your advocate.

  After reviewing your case, I've personally reached out to your advocate for an update your medication status. Although we were unable to reach you by phone, we've successfully processed a refill through the patient assistance program (PAP), set to ship on Friday.

  For your convenience, an email has been sent to your registered address with instructions on how to access our support center. This will allow you to obtain the tracking information for your medication shipment once the tracking details are confirmed. If you need help setting up your access or have any other concerns, please don't hesitate to get in touch with us.

  To apologize for the inconvenience and demonstrate our dedication to your satisfaction, we've applied a one-month credit to your account.

  Your trust in our service is highly valued, and we're committed to providing you with the support you need.

  Sincerly,

  Your Advocate @Prescription Lifeline.org

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Prescription life line in octomber 2023 for Brillinta , i had had the strokes a the specialist prescribed btrillinta to keep from having another . well i have not got the first prescrtion. and they keep giving me one execuse after another . i will make other argaments , just give e my money es, i need this money . i cannot aford to not get all of my meds and keep paying ***** a month and not get my meds. i am 76 years old on ssi . and tryed to cancel but refuseed to give me my money ,

  Business response

  03/08/2024

  Re: Complaint ID: ********

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience you've encountered in obtaining your medication. At Prescription Lifeline, we recognize the complexities involved in navigating patient assistance programs (***s) and are committed to assisting our members through this process. Our services, funded by membership fees, are designed to provide advocacy and support, not to cover medication costs directly.

  Upon review of your account, we acknowledge that your membership commenced on October 16, 2023, with the necessary documentation submitted on November 17, 2023. The application was initially incomplete due to the absence of a doctor's ********** We promptly addressed this by forwarding the application to your doctor for signature, then submitted it to the **** By January 4, 2024, we received confirmation of your approval from the **** Despite this, the dispatch of your medication encountered delays due to issues not disclosed to us by the ****

  We made multiple attempts to communicate with you via email and phone. After receiving your response on November 17, we encountered challenges in coordinating with the *** to clarify the missing information, largely due to the limited availability on your end. On January 26, 2024, further discussions with our advocate and the *** revealed the need for a new prescription (Rx). We immediately contacted your doctor to request the direct submission of the Rx to the *** and diligently followed up to ensure its receipt. Despite our efforts, we faced repeated delays as the doctor had not sent the Rx, prompting us to send additional requests.
  

  We deeply apologize for the delays and any distress this situation has caused, particularly given your medical and financial circumstances. In light of your decision to cancel your account, we assure you that a partial refund is being processed as a testament to our commitment to fair resolution.
  

  Your feedback is invaluable to us and plays a crucial role in enhancing our services. We are wholeheartedly committed to learning from this incident to improve our support for all members moving forward. If you have any further inquiries or require additional support, please feel free to contact us.
  

  Warm regards,
  

  Your Advocate @ Prescription Lifeline
  

*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. ↩