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CVS Caremark Complaint - CVS Caremark Prescription Notification
CVS Caremark Complaint

CVS Caremark Complaint

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CVS Caremark Prescription Notification


We are covered by FEP and use CVS Caremark for mail-order prescriptions. Recently, my wife received an email from Caremark titled "CVS Caremark Alert-Zero Refills." The email continued with the offer by Caremark to contact her doctor if a new prescription was desired, by clicking on a link which took her to the Caremark website. We were told by Blue Cross-Blue Shield that the optimum way to order prescriptions from Caremark was through the BCBS FEPBlue website. As a result, taking her to the Caremark Website was of no value. The link should have been to FEPBlue.

My wife next went through FEPBlue to view the Caremark site, where there was a listing for two prescriptions which could be refilled, but nothing on a "zero Refill" prescription. Having nothing to indicate the specific prescription, in either the email or the website, she called the Caremark mail order pharmacy. After going through the button pushing process for about 15 minutes, as Caremark apparently could not understand that my wife had no prescription number, she talked with a rep, who said she had no information on the mystery prescription either.

In a subsequent discussion with a Caremark customer service rep, I suggested that it would be helpful if Caremark could provide some small clue as to the prescription to which they were referring, such as a partial prescription number, as Walgreens does, but the rep said they were precluded by the HIPPA regulations. He said the last four digits of the prescription number indicated the type of medication, which seemed unlkely to me as two prescriptions for the same drug had different digits. To my question as to why Walgreens could provide some helpful prescription information, the rep said something to the effect that they may be covered by different regulations. He indicated that he knew what the prescription was, but because of HIPPA laws could not share this with me.

So we are left with an email for an unknown prescription and apparently no way of determining what the prescription is, with no desire on Caremark's part to do anything to remedy this problem, other than putting some notes in a file.


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