ComplaintsforMagellan Rx Pharmacy

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My spouse's company switched to Magellan for prescription drug coverage this year and it's been a nightmare since day 1. In a 3-week timespan I spent a total of 4 hours on the phone with them (I actually tallied the minutes) going round-for-round about one issue after another, some of which was resolved (though it took much longer than necessary due to unclear communication). I have 2 chief complaints with them:1. Their list of accepted pharmacies is out of date. ****** Drugs is listed on there, and when my husband attempted to get his prescription filled there he was told that ******** no longer accepts Magellan, which left him scrambling to find another place to get it filled. After attempting a different pharmacy his provider informed him that Magellan forced him to fill the prescription using their home delivery, which ultimately caused my husband's prescriptions to lapse by at least 3 weeks. Another pharmacy that's on their list is one that hasn't been in business in literal years. An up to date list of accepted pharmacies is not an unfair expectation.2. I live in a rural area and don't have any pharmacies in my town, or the immediate neighboring towns. I have relied on Amazon pharmacy for my prescriptions, and never experienced issues with getting my meds delivered (even with the national shortage). Since switching, Magellan forced me into using their home delivery and I have lapsed 3 (going on 4) weeks on my weight loss medication. They continue to say it's because of the national shortage (which I'm not unsympathetic to), but looking on my profile just now it appears as something for me to "refill" and not something that has been ordered and is waiting to be filled. I literally spoke to someone ********************************************************************* Even with the national shortage, this was never an issue with Amazon. If I ever had to wait while it was on backorder, my prescription would be filled automatically when it was in stock.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called 1/16/2024 to order refills with a representative. Rep assured that it would arrive 1/17/2024. Magellan emailed tracking number for ***** delivery that was scheduled for 1/17/2023. Delivery didn't arrive and as of 1/19/2024 and tracking number shows Rx is still in *******, ******* and delivery is pending.

  Business response

  02/20/2024

  
  Due to a **************** Delay affecting couriers Fed Ex and **** this member experienced a delay in receiving her order.
  Apologies were made to the member for the delays that were beyond our control. Listed below is detailed timeline of events.
  Initial order was scheduled to be delivered on 1/17/2024. 
  The package was shipped via Fed Ex however was delayed due to a **************** Delay due to weather.
  The member called on 1/19/2024 to inquire about missing package.
  Member spoke to a supervisor and the supervisor advised member of the **************** Delay and offered to search for local pharmacies that could fill order.
  Supervisor reached out to multiple pharmacies, and none had the product in stock.
  Supervisor reached back out to member on 1/19/2024 to inform of the results of the search for alternate pharmacy and status of package. Per Fed Ex website, package was now scheduled to deliver on 1/22/2024.  A voicemail message was left for member.
  The package did not deliver to member on 1/22/2024 as indicated on Fed Ex website, still due to **************** Delays.
  On 1/24/2024 a request was made by MRx Pharmacy to have the package returned to the pharmacy and replacement was authorized to be shipped to the member.
  On 1/24/2024 and outbound call was made to the member to schedule delivery of the replacement. A voicemail message was left for the member.
  The member called back on 1/24/2024 and a replacement order was scheduled to ship on 1/24/2024 for delivery on 1/25/2024 via UPS.
  Package was delivered on 1/25/2024 at 3:06 PM.
  The member has since received subsequent orders with delay.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  1/1/24 No money has been paid. Magellan RX is requiring all patients on specialty medications to enroll and provide personal financials to ************ who is currently in a lawsuit for misrepresentation of what their company does. They have a D+ BBB rating. They refuse to provide any program information in writing. They have been accused of contacting pharmaceutical companies pretending to be the patient and providing false information. I was given 15 days to contact this company and provide my personal financials to keep receiving my specialty medication. I am already in a co-pay program with my medication vendor and have been for more than 2 years. I was not given an option to not enroll with this company.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am very upset with Magellan. It all started when Abbvie put me on a 3 way call with one of your representatives to verify insurance coverage before I can get approved for ****** patient assistance. The lady said I had third party funding to help. That is not true I called **** ****** and they do not offer any assistance for ******. Because of her response I am screwed. ****** denied my app not only once BUT twice. I told abbvie till I was blue in the face even with another rep from your company to no avail. I am very frustrated. I will not able to afford my med and this is the only med I can take now for Uveitus. I hope you fired the initial rep that gave abbvie that info as patients lives are on your hands.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been on the medication Taltz for almost 5 years now (I have EXTREME inverse psoriasis, and even missing 1 dose causes me a debilitating flare), and up until Magellan took over as my provider in July of 2022, I rarely had any issues with getting my meds (or supplies) on time. From the very first month, Magellan has mishandled my meds (causing me to miss multiple doses because of flagrant incompetence on their end), and after more than a year, they had FINALLY started getting consistent with getting my meds (and proper supplies) to me. That brings us up to August of this year, which is when I got my last dose from them...NOT because it wasn't prescribed, but because of their FAILURE to notify anyone that there was a problem with them processing it!!! Now, granted...me missing my September dose is on me, because I had a TON of issues going on, and I didn't realize that I'd not gotten it. But Octobers? I HAD TO CALL THEM, because I'd heard NOTHING from them about getting my refill (that was October 1st). Their excuse as to why I hadn't gotten it? They said that I (as in ME) had "failed" to return the "needed paperwork" that they had sent me to complete. The problem with that? THEY DIDN'T SEND ME ANYTHING. Nope...after a full-year-PLUS of them having my home address for shipping, they sent the paperwork, addressed with MY NAME, to my DOCTORS OFFICE!! The office didn't recognize my name right off, so they tossed it thinking it was an error. When I told them I hadn't gotten anything, the woman had the AUDACITY to call me a LIAR, and then when she realized it was, indeed, their mistake, she refused to apologize. Well, FINALLY got that cleared up, new script sent in...and now? After telling me that ALL THEY NEEDED was the script, NOW they've come up with yet another BS reason as to why they can't fill it. Meanwhile, I'm in a flare that literally makes me BLEED when I move because of being off my med for 2.5 months and counting. I NEED MY MEDICATION!!!!!

  Business response

  11/10/2023

  10/3/23: Patient contacted pharmacy to request prescription.
  10/3/23: Pharmacy contacted prescriber for a prescription.
  10/5/23: Pharmacy contacted prescriber for a prescription, 2nd attempt. Also advised patient of no response from prescriber.
  10/6/23: Pharmacy contacted prescriber for a prescription, 3rd attempt.
  10/9/23: Pharmacy contacted prescriber for a prescription, 4th attempt.
  10/11/23: Pharmacy contacted prescriber for a prescription, 5th attempt. Received prescription.
  10/12/23: Advised prescriber of Prior auth needed.
  10/19/23: Medication was shipped out via overnight delivery to patient.

  Customer response

  11/14/2023

   
  Complaint: ********  
  I am rejecting this response because: I went directly to my physician's office 3X after Magellan "claimed" they got no response, and low and behold?  My doctor's office was able to show me in WRITING that they'd FAXED in the information being asked for ALL 3 TIMES!!  Magellan completely failed, as a company, to actually process the written paperwork sent to their offices, and continued claiming that my doctor's office had not responded to their requests.  This would have been done in AUGUST, when it was SUPPOSED to be, if they'd actually done their jobs (doctor's FIRST fax response was done on August 21st, 2023 @ 12:27pm...they have the fax receipt to prove it was sent) when they received what was needed.  That's COMPLETELY on Magellan...not on me OR my doctor (or her staff).  Yes, Magellan FINALLY got my necessary med to me at the end of October, but this could have been taken care of MUCH sooner if they'd actually paid attention to their own fax machine.  Going without my needed meds left me in extreme pain, not to mention the fact that I would bleed while moving due to the physical response my body has to being off the meds.  Magellan effectively left me HOMEBOUND, because I couldn't go out in public like that...and it went on for OVER 2 MONTHS!!  There's NO EXCUSE for what they did (AND DIDN'T) do in this situation, and they do NOT get to continue blaming everyone else for their failures.  Own up to your mistakes, Magellan.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Magellan RX is forcing us to use mail order stating the employer chose this plan. I called 6/13/23 to have a prescription refilled for generic wellbutrin. I have 3 pills remaining and still have not received anything. I call back today 6/26/23 and the 1st person I talked to said she could see where they filled it on 6/13/23 and she was going to speak to the mail room and see what was going on. She came back and said that she was told it would be shipped today or tomorrow. I asked if they were going to overnight it and she said she could let me speak to the person she just talked to. The person she transferred me to said they would not overnight the prescription and the reason it wasn't sent is because they didn't have the medication on hand. She then stated I could go to my local pharmacy and tell them it was in transit and they could provide me with 7 to 8 days worth since it's not going to make it before I run out. However I would still have to pay a copay to the local pharmacy and magellan. In this 2 week time period no one at magellan had even attempted to contact me to tell me they did not have the medication. It's poor customer service and very frustrating.

  Business response

  08/01/2023

  Hello Ms. ******

  Please find attached letter in response to the above referenced Complaint File number ********* Upon your review, please let me know if you have any questions or concerns.

  Thank you. 

   

   

   

  Customer response

  08/01/2023

  
  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,
  
  ***** ********

• Initial Complaint

  12/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They called me yesterday about renewing a RX. I said I spoke to someone last week and paid $36 and was told I was all set. They said yeah I see that and your medication is on the way. I didn't understand what the new call was for so I said I'm at work I can't talk now I'll call back later. I woke up this AM to find they charged a bank account $30.00 using the card they did it have permission to keep on file. I never gave any permission to use my bank account for this transaction. It was never a conversation about making a payment or having a balance due. They never asked and never had my permission to charge my account. I called and asked to have the call listen to and I was sent in circles around the call center.

  Business response

  01/11/2023

  I am sorry to learn that you had a service and billing issue. I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.
  
  Your concern has been relayed to the appropriate department. They are in the process of reaching out to you to resolve the issue.
  
  I appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused.
  
  Magellan Management Team

  Customer response

  01/14/2023

   
  Complaint: 18804682
  
  I am rejecting this response because:
  
  Someone did call me and I do not believe they actually took the time to review the calls as I requested so they could properly train those who did wrong. I asked to listen to the call because I was told I gave permission at one point to charge $40 which makes no sense because the bill was $36.00. I was told the recording would be sent via email and I never received it. I was also told a 3rd person who I NEVER spoke to is the one that actually processed the payment. I dont understand why random people are accessing my medical records and processing payments without my permission. These questions have gone unanswered. 
  Sincerely,
  
  ***************************

  Business response

  01/18/2023

  Our billing team has reached out to you and made the adjustments you requested. We apologize for the inconvenience and going forward will ensure you have a better experience. We acknowledge that there was an error on our part in the past, we will internally ensure our team does a better job. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Website and App for this online pharmacy are useless. Been trying to get online to resolve medication issues for over a month and the blue dots just keep spinning but never connecting. I attempted to call IT for assistance and that was useless (yes I did curse numerous times during the call). I just now tried the 1-866-554-2673 as listed below to file a complaint with the company and was placed on hold so the person could go find the information where I could email or call in complaint and 10 minutes later was still on hold. I have no faith in Magellan Pharmacy as my provider. IT is useless, the only way to contact anyone is to call and be on hold forever. Why even offer a website or App if they are useless. I wish someone would call me about this and not place me on hold. I just spent $75 for meds....guess what they had no problem calling me for a payment option but for some reason they don't know how to fix their website or app. They IT person says it's because we never finished our sign up process so she did it for us (how nice) after she did it guess what the blue dots continue to spin and never brought the site up. Nimrods! Be careful where you do business.

  Business response

  10/21/2022

  Business Response /* (1000, 8, 2022/09/22) */ Hi Mrs. ****, I am sorry that you experienced this issue. An MRx Web Portal expert attempted to contact you on Tuesday, 9/20/22 to discuss the issues you encountered. Please return our call at your earliest convenience. The toll free number to dial is 800-424-5878. The Portal team was able to launch your account with no issue within the testing environment. Note that Google Chrome is the recommended web browser when accessing the portal. Again, a member of the MRx Portal team will be happy to assist you with troubleshooting further. Respectfully, Andrew S.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My company decided to switch from United Healthcare/OptimumRX to First Healthcare/MagellanRX Management. From day one it's been a nightmare. I have a prescription that is meant to keep my kidneys functioning. Without it they will surely fail but not before I'm in horrible pain. Luckily I had backup supply but only for a short while. They said it's a specialty medicine and denied claim and lost paperwork meant to get exception. Now I am going on for surgery and my doctor prescribed another medicine needed to keep clots from developing...they denied it as another specialty drug expecting me to pay almost $900 dollars. The sad part is I just found out GoodRX can get it for me for $140 dollars!!!!! What kind of ****** prescription program is MagellanRX!!??? Total **** in my book. I have never had such a garbage prescription program and I have had many different insurance programs in the years. You can bet I will be dropping them come my next open enrollment!!!! I'm also going to see that the company I work for drops all of their employees off the program... total garbage.!!!

  Business response

  01/17/2022

  Consumer Response /* (2000, 6, 2022/01/11) */ I would like to report that the issues have been satisfactorily settled.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My doctor submitted a prescription on 10/29/21 for me. The prescription was originally sent to CVS. CVS called me to inform me that since it was a specialty medication it would have to be filled with Magellan Rx. Magellan received the prescription on 10/29/21. After waiting for several days I called Magellan to inquire about the status of my prescription. I was informed that the medication required a prior authorization and I should have it in a few days. 2 weeks went by so I contacted my doctor and he called Magellan while he was on the phone with me. He informed me the matter was settled and I should be receiving my medication in a few days. I called Magellan after a few days and was informed again that a prior authorization was required. The person I spoke to told me they could do a verbal authorization but no one at Magellan had done that and apparently she wasn't going to either. They then gave me the number to the pharmacy. The pharmacy was of no help because they hadn't been paid and couldn't dispense the medication. Today is 12/1/21. I have yet to get my medication and Magellan has done nothing to resolve this issue. Patients needing their medication should be a priority but I've only got excuses. This company is the worst and should be investigated. I know I'm not the only person this is happening to. I guess they hope if they keep putting you off you'll either pay for the medication out of pocket or die.

  Business response

  12/14/2021

  Consumer Response /* (2000, 6, 2021/12/06) */ I was made aware today that Magellan Rx has done everything possible to resolve this issue. My doctors visit today revealed that they had not submitted the prior authorization. I am withdrawing my complaint and apologize to the staff at Magellan Rx.

*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. ↩