Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Express Scripts has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Express Scripts

  7909 S Hardy Dr Ste 106 Tempe, AZ 85284-1112

• 

  Merck-Medco Rx Services

  5073 Ritter Rd Mechanicsburg, PA 17055-6921

• 

  Merck-Medco RX Services

  PO Box 145300 Cincinnati, OH 45250-5300

• 

  Express Scripts, Inc.

  6220 Old Dobbin Ln Fl 2 Columbia, MD 21045-5812

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My name is Judicaelle ****-*****. I want to start off by stating that I am a nurse and I am aware that there are a lot of moving parts when it comes to prior authorization, claims, and communication between pharmacies and insurance. However, since June there have been continuous issues with Accredo Pharmacy and Express Scripts. I want to provide some context so there is no confusion. Express Scripts is a specialty pharmacy and Accredo is a subsidiary of Express. Due to the type of medication I am prescribed my medication orders are first given to Express Scripts and then sent to Accredo.  I have used Accredo for over 2 years to service my medication needs. I have an autoimmune disorder which affects my daily life and causes me to be in pain everyday. Due to my disorder, is it imperative that I get my medication in a timely and efficient manner.  One of the first issues is that there are multiple accounts for my name with both those companies. Due to this, when I call in regards to my medication, patient advocates/customer service representatives  are not able to find me even when given personal information such as date of birth, address and full name; which of course delays care.  I have told them repeatedly to fix this issue but for the last 6 months this issue has not been resolved. Another issue is that when I reach someone to set up delivery of my medication I am on the phone for over 1 hour, I am continuously assured that it will not be that long the next time but that has not been the case.  There have been continuous delays with getting my medication regardless of *** I speak to. But an incident that has been occurring this month  has to do with getting my newly prescribed medication Illiaris delivered to my home. My rheumatologist sent the medication to the pharmacy in order to get it processed and sent to me. I called the pharmacy (Accredo)  and called regarding my status of my medication. I was told at first that the order was not given to the pharmacy. Of course I relayed that information to my doctor *** then gave a verbal order. Which means that my provider  gave them the  two orders in two different ways , electronically and verbally.  Afterwards, I was told the order would need to be processed. Because I have used Accredo before, I know that the medication does take some time to be processed. After calling them I was told several different excuses as to why my medication  had not been processed; excuses such as: the order was canceled, there is no script,  they did not get information regarding my copay assistance card, and that a pharmacy benefit company was not aware of my copay assistance card.  Because I have used Accredo for over 2 years I am aware of providing  certain information such as copay assistance information and also to provide that copay information to not only my doctor , the pharmacy, and another prescription assistance program. I am continuously making sure that there are no issues  and that all parties are given all the information they need to process the medication (s). Due to this continuous issue,I would provide them the information  and they stated they would work  on putting it on my file  and I still unfortunately  was unable to get my medication. Despite doing my part ,   I have had several delays when it comes to having my medication delivered. Whenever I need my medication to be delivered I am on the phone for over 1 hour. Although it is frustrating to have to be on the phone for over 1 hour to get medication delivered, I was able to get my previously prescribed medications.I was satisfied because at least I would get my medication. And due to delays with this current medication, I have been on the phone with Accredo for more than an  hour, almost 2, as well. I was prescribed the new  medication Illaris  about 2 weeks ago. And I still cannot get a clear indication on when I can get my medication. I also am not getting any information on what is occurring with the errors on my chart.  Today, on October *******, I called my pharmacy  (Accredo) again to inquire when my medication would be delivered. I have been constantly calling them because I am disabled and I am in excruciating pain.  When I called , a customer representative continuously  could not find my chart, which of course greatly frustrated me. I then demanded to speak to a supervisor and the customer representative refused to initially connect me to a supervisor. I  had asked to speak to a supervisor because of the ongoing issues with getting my medication. After 20 minutes , they finally connected me  to a supervisor. The supervisor, ********************* Team Lead) was abrasive from the start of the conversation. Even after identifying myself the supervisor wanted me to verbally state my full name to which I refused. I have a preferred name  and I had provided her with other personal private information so that she could identify me. (I am aware that in healthcare facilities we are to verify patients with 2-3 patient privacy information.) I stated to her my complaint about delayed medication. She then stated she would work on this  and then informed me that a copay assistance card was not added. As I stated earlier, because I have been with Accredo over 2 years, I know how to give all information regarding my medication. I have given it to Accredo the information regarding my copay assistance card and other information on October ******* and on October *******, and again on October ******* . I asked the supervisor about previous encounters with my chart and about the notes that should be indicated there. The supervisor stated there was no information noted or there wasn't any indication of any progress. Which leads me to believe that patient representatives, leads, supervisors, and pharmacists are not properly documenting my chart and not addressing my concerns.  Afterwards, I asked the supervisor *** I can file complaints to and how I can assure my voice is being heard. The supervisor continuously expressed frustration about being on the phone with me , despite the delays being  the fault of Accredo. I felt very insulted by the fact the supervisor complained that she  had to stay on the phone with me to get my medication delivered and address my concerns. As previously stated, everytime I call Accredo I am on the phone with them for over an hour. I feel that it was her job to make sure that I (the customer/patient)  received their medication and also have their complaints addressed. The supervisor was not receptive to providing me information regarding complaints with my file/chart. The supervisor stated that because I did not trust Accredo she would provide me my member identification number for Express Script and Accredo. My member identification number for Express Scripts is :********* and my member identification number for Accredo is :16801381.  I was never previously given this information. I will be attempting to file a complaint with the companies as well but this delay has greatly impacted my life. I am in excruciating pain and I don't have any proof or indication that my complaints are being heard or resolved.I was told with that supervisor that the case number for my complaint is: 17237264.  I can provide  other information to help identify me such as DOB= ******. Unfortunately, this is the first time I was even told that I have a complaint number  or that someone is noting my complaints. I would like to make sure that the delays and confusion with my medications do not continue. I do  not know what else to do or to ***m to contact regarding this. I am also concerned about making sure my medications will be coming continuously to me every month. I believe that delays in my medication risk my safety, health, and quality of life. If more clarity is needed please do not hesitate to contact me regarding this issue

  Business Response

  Date: 11/04/2025

  November 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID: ********
  Complainant:  Judicaelle **** *****
  
  
  Dear ********************** is to advise you that Judicaelle **** ****** concern has been resolved. We contacted Ms. **** *****, discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence
  

• Initial Complaint

  Date:10/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company routinely forgets to charge my assistance fund then sends me the bills claiming they are going to fix it in a few months , but the dont. They told me about an amount I owed from Jan 2024 in the month of sept 2025. My assistance fund has covered every payment before and after then . They send my bill to collections and are stating there isnt nothing they can do about it. Claiming no superiors are available to talk to. I have to call them almost every 3 months to dispute charges when I have insurance and copay assistance and its all up to date. Each call takes a minimum of 45min , and usually Im left with lies about fixing the issue. This company seems to be a monopoly in ** with no other options for me when it comes to receiving my ****** . I dont see how they have a high rating on the bbb , check all social media regarding them and express scripts not one person has had a pleasant time dealing with this company . This needs to stop

  Business Response

  Date: 11/07/2025

   

  November 7, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ******
  
  
  Dear ********************** is to advise you that ***** Srodeks concern has been resolved. 
  
  We contacted Mr. ****** and discussed his concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further.  ***************** return our call, we will be happy to assist.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  
  

  Business Response

  Date: 11/07/2025

   

  November 7, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, ******** 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ******
  
  
  Dear ********************** is to advise you that ***** Srodeks concern has been resolved.
  
  We spoke with Mr. ******* discussed his concerns further and provided an update, this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:10/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accredo Specialty Pharmacy has kept me in a loop for months on end regarding refilling my son's medication. A prescription had been sent back in May 2025 with prior authorization. Without telling me, they put the request into the system incorrectly, received a rejection from insurance because of their error and then continue to commit the same entry error. When we followed up with a new refill, Accredo again for months keeps putting in the payment request to insurance incorrectly and then drops off after they receive a rejection. We have now again gone for 2 months in a row where I have had to spend hours on the phone with the physician, insurance and Accredo and it all keeps coming back to the error being by Accredo. Each time Accredo drags the call for at least an hour, tells me they have resolved the issue and that the medicine will be coming and then the date for delivery nears and no medicine arrives. I then call Accredo and they tell me AGAIN that insurance has rejected despite telling me on the phone that they've corrected the problem. We've escalated within the company but no one seems to be able to resolve what seems to be a very simple clerical issue. I have even had insurance call Accredo to explain how to fix it; insurance confirms all the pre-authorizations are in and that the physician has to do nothing else. However, Accredo keeps making simple errors and then sits on their hands while my son keeps missing doses. The only thing they offer me is to talk to the pharmacist about the dangers of missing a dose (which I well know the issue). The company takes zero responsibility for helping, their lack of communication, their own incompetence and the ethics of what they are doing when they are allowing a person to go without their medication. I have spent countless hours talking with Accredo representatives and not one person seems to be able to help.

  Business Response

  Date: 11/07/2025

   

  November 7, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department

   

  Tracking ID:  ********

   Complainant:  ***** ******

  
  
  Dear ********************** is to advise you that ***** ******* concern has been resolved. 
  
  We made multiple attempts to reach *********** however, have not been able to discuss this matter with her.  ****************** return our call, we will be happy to discuss her concerns.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager,Executive Correspondence

  
  

• Initial Complaint

  Date:10/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I phoned Express Scripts 2 months ago asking for non-childproof medicine caps and was assured that it would be changed. They still send me all my meds with childproof caps.

  Business Response

  Date: 11/04/2025

  November 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID: ********
  Complainant:  ****** *******
  
  
  Dear ********************** is to advise you that ****** ******* concern has been resolved.  We contacted Mr. ******** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Express Scripts says I owe ****** even though their records show I only have ***** in unpaid invoices. When I call them to find out the discrepancy they cannot tell me why and what it is for. They need to credit my account for the ***** amount in question.

  Business Response

  Date: 11/11/2025

  November 11, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******* *********
  
  
  Dear ********************** is to advise you that ******* Dimitrucks concern has been resolved. We contacted Ms. ********** discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/2025, I found out that express scripts had accidentally dropped my coverage on 9/24/2025. I reported the problem to express scripts and my employer. I have called several times and the problem has not been resolved as of 10/23/2025. My employer has made several requests to Express Scripts to correct the problem and Express Scripts has not responded. I want my coverage reinstated.

  Business Response

  Date: 11/05/2025

  November 5, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ****
  
  
  Dear ********************** is to advise you that ***** Maags concern has been resolved.  We contacted Ms. ***** discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.   The problem was resolved after I left a review on consumer affairs. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received text message from North American Recovery: ********************** stating I have a patient billing notice. I had no prior knowledge of owing any provider money. 10/9/2025 I called Accredo Specialty Pharmacy spoke with ******. I informed her that I had not received any billing statements and even confirmed my address as ************************************************ and she stated that was the address on file. I asked for a copy of the bill to be sent to me by email for review, and was told I have to contact the *** because the billing notice was now with them. I went on *** patient portal and arranged a payment plan, to try and begin paying off my balance of $548.46; payment made was $63.33 and $57.95. I called NAR and spoke with Ms. ***** and requested a copy of my bill. At this time Ms. ***** confirmed my address as ******************************************* but no unit number was indicated on the billing notice. I called Accredo back, spoke with Andranika, who confirmed the address for all billing notices "mailed" to me were sent to ********************* WITHOUT an apartment unit. I asked to file a complaint and was told a supervisor would call me within 24hrs. 10/13 I spoke with ***** with Accredo, asked for a supervisor to file a complaint and was told someone would call back within 24 hrs; no call back. 10/14 called Accredo spoke with ******** advised someone would call back; no call back. 10/17 I spoke with ******** with NAR who advised **** ***** was handling my situation and it was escalated and to follow-up the next week. 10/21 to Accredo spoke with Antanica who confirmed my account was closed with NAR and to have them reference 10/15 call that my balance was resolved and ask them for a refund for the initial payment I made on my plan. Called NAR was told Accredo had to call and request refund, and I was unable to do so. Called back Accredo spoke with Vee who expressed not understanding why I fell I should be refunded payment from NAR. PLEASE HELP!!!

  Business Response

  Date: 11/05/2025

  November 5, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******** ******
  
  
  Dear ********************** is to advise you that ******** Butlers concern has been resolved.  We contacted Ms. ******* discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 27, 2025, I asked my wife to archive my prescriptions at Express Scripts because I am currently in a nursing home and can't use medications from outside sources. The confirmation from Express Scripts says "These are your prescriptions that can be ordered now. 0 (zero) medications. ...Tabs 200MG has been archived. (Names of meds deleted to protect privacy) ...Tabs 1MG has been archived....Caps 61.25mg/245mg has been archived. ...Caps 23.75mg/95mg has been archived." **Express Scripts ignored my explicit archive request.** On Oct 3, SIX DAYS after my archive request, they sent me their standard text, asking if I wanted my renewal order shipped. I have cognitive impairment, so I accepted the renewal shipment without realizing it. Express Scripts shipped the meds on Oct. 13 and billed me $38.

  Business Response

  Date: 11/05/2025

  November 5, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *****
  
  
  Dear ********************** is to advise you that ****** Kleins concern has been addressed.  We contacted Ms. ****** discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've have NOT received my medications with my last shipment from Just 2025 for a 90 supply. This is NOT the first time they have messed up my prescriptions.

  Business Response

  Date: 10/22/2025

   

  October 22, 2025
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  **************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  *** ********
  
  
  Dear ********************** is to advise you that *** Mckenzies concern has been resolved.  We contacted *** ********,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  

  
  

• Initial Complaint

  Date:10/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7, 2025, I underwent surgery at **************************************** (*****) in ****** and was discharged on August 11, 2025. My usual pharmacy, as consistently listed in my medical chart, is a CVS Pharmacy located near my residence in *******Upon discharge, however, my discharge prescriptions were inappropriately sent to Express Scripts Home Delivery Pharmacy in *********, ******** (****************************). I had never authorized this change, nor had I ever used or registered with Express Scripts.Before leaving the hospital, I noticed the incorrect pharmacy designation and asked several staff members to redirect the prescriptions to my usual CVS. Despite their efforts, the prescriptions were not rerouted. Because Express Scripts had already filled the prescriptions in ********, I was never received the prescribed medications, which were needed for my postoperative *********** remains unclear how Cigna or Express Scripts could access or modify my hospital electronic medical records to change my preferred pharmacy without my consent or notification. This raises serious concerns about a potential HIPAA violation and unfair business practices, as my protected health information appears to have been used to divert prescriptions to a specific pharmacy for commercial gain, at the expense of timely and appropriate patient care.I request that this matter be investigated to determine:***** and when my preferred pharmacy was changed in the hospital system.2.Whether Cigna or Express Scripts accessed BIDMCs electronic medical records without appropriate patient ******************** safeguards are in place to prevent insurance companies or third-party pharmacies from altering patient data for competitive or financial advantage.This incident caused unnecessary distress and disrupted postoperative care. I believe it represents both a privacy breach and an anti-competitive business practice that warrants regulatory review.Thank you for your attention

  Business Response

  Date: 10/30/2025

  October 30, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *************
  
  
  Dear ********************** is to advise you that ****** ************** concern has been addressed. We notified Ms. ************* on October 20, 2025, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/09/2025

  Dear BBB Representative,

  
  Below is the response you received from the business, which contains incorrect information. I have received a letter from Cigna, but not from Express Scripts. The issue remains unresolved.

  Specifically, I request an explanation from Express Scripts as to how they accessed my HIPAA-protected hospital chart and redirected my medication delivery from CVS to their own service without my authorization.

  Please obtain their explanation for how this occurred.

  I do not consider this matter closed. If Cigna or Express Scripts cannot provide a clear explanation of how this HIPPA violation and unauthorized business redirection happened and what measures will be taken to protect other patients from such improper business practices, I will escalate this matter to the press.
  Thank you for your assistance.
  Sincerely,

  ****** *************

  -------

  Business ************************************************************ rgb(0, 0, 0); color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  This is to advise you that ****** ************** concern has been addressed.  We notified Ms. ************* on October 20, 2025, and this matter is considered closed.