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CVS Caremark Support Ticket - Customer support

CVS Caremark Support Ticket

Customer support - Negligence and blaming customer for their mistake

Created By: kiliya's Picture kiliya Last Reply: kiliya's Picture kiliya
Priority Level: [High] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: N/A Replies: 0
Product: Negligence and blaming customer for their mistake

I have been unable to receive my prescription. I started the process 2 weeks ago, I was told to contact my doctor for a refill for Advair and Proventil HFA. I did that immediately. The fax went in. Showed processing online. I went back in a few days later and saw the same thing. Strange thing was one of the prescriptions was ready to go but the other still processing. What? Make the call "well it takes a couple of days to get into the system". Why is the other in and the one I need most still processing? Don't know they said. Call back on Saturday. Saturday (1/14) what's up why is the prescription still processing? "Oh well there's a problem with the fax. The instructions are Illegible" Oh my God! Why wasn't I told this last week so I could contact my doctor? "Don't know sir, but we will have to wait to hear from your Doctor". I ask for it to be shipped 2 day, still time. I immediately left a message for my doctor. Monday...MLK day doctor hasn't picked up his messages yet. Getting desperate now. Tuesday...Doctor called it in to give the instructions (keep in mind this is the same prescription I've had for years, same instructions, same dosage everything). Call Caremark, "still haven't heard from the Doctor", "What I just talked to him, that's not true!". "Sorry sir, can't do anything till we get the instructions, against the law". Call my doctor again, he calls me back as frustrated as I am. "I'll call it in again" "Ok thanks I need it tomorrow". Go online, somethings changed indicating they did get the order and instructions. Great! Call Caremark..."Why isn't this being shipped yet?" "Well we have a duplicate order, can't ship with a duplicate order" At this point I'm feeling lava crazy. "Well you have one complete order, ship that one I need my meds immediately!" "Can't do that sir, not the way the system works, need to hear from your doctor" "Why didn't someone ask the doctor when he called in if it was a duplicate?" My language changed at that point and I'm in full throttle demand mode. "Ship it!, I need it tomorrow (today 1/19)" have 2 doses left and I'm moving this weekend" I will get sick without it!" This is minus some choice adjectives..."I'll try to have it to you by Saturday". "But I need it tomorrow morning!!" "Sorry sir, best I can do". Now as you can see nothings worked this far, I am at 0 confidence. "Escalate this to a manager, a VP, someone who can make something happen!" "I will start feeling sick" "Sorry sir...." "I want this shipped Priority to me tomorrow (1/20/2012)" "Sorry sir best I can do, don't have anyone I can escalate too" Really, I work in an Escalations department, there is ALWAYS someone who can make something happen... "Sorry Sir......................................" Last word, no problems with this company if everything goes as planned however if something goes wrong, there are no resources and agents are powerless. "I want my prescription tomorrow!!!!!!!!!!!!!!!!!!!!!!!!!!!" Have someone call me tomorrow. Numbers in their system, the one that starts with 720, if they can find it! "Probably just more SORRY SIR!"


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