ComplaintsforPrescription Lifeline

• 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
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to get help with an expensive prescription. They had no problem deducting $79 per month and I NEVER received any help with getting discount prescriptions. I e-mailed and called to cancel they refused refund and continued to deduct monies each months.

  

  Business response

  03/06/2024

  Complaint ID: ********

  Thank you for reaching out with your concerns. We take your feedback seriously and have carefully reviewed your account history to address the issues you've raised.

  Upon review, we acknowledge that you initiated contact with us for assistance with an expensive prescription.

  Our records show that we have communicated with you through multiple channels since your account was sold to us on August 1, including weekly emails requesting necessary documents, an offer for a 2-month hold on September 7 to which you never responded, a voicemail from you on October 4 followed by our attempt to call you back the same day, and an email from you on October 9.

  It's important to clarify that the monthly charges of $79 were for our advocacy services, aimed at assisting members in navigating the complexities of obtaining prescription medication discounts, rather than for the medications themselves. We understand that you decided to cancel your membership on March 1.

  Reflecting on the communication and the services provided, we recognize that your expectations for direct assistance with obtaining discount prescriptions were not met to your satisfaction.

  Partial Refund Offer: Given the circumstances, we are prepared to offer a partial refund as a gesture of goodwill and in acknowledgment of the service aspects that did not meet your expectations. This decision is made considering the efforts made to advocate on your behalf and the services initiated during your membership period.
  

  We are committed to improving our communication and service delivery. Your feedback is invaluable in guiding these improvements. Should you have any further questions or wish to discuss this matter in more detail, please do not hesitate to contact us directly.

  
  Sincerely,
  Your advocate @ Prescription Lifeline

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a retired registered nurse, my goal over the years has been to help people. Unfortunately, this goal is not shared by companies such as Prescription Lifeline who only claim to help people. In November 2023, I mistakenly reached out to this company that claimed to offer assistance in obtaining a newly ordered prescription medication, Farxiga. The initial step was for them to withdraw $174 from my credit card. This was followed by copious amounts of paperwork, which was to be completed by myself as well as my cardiologist: Out of pocket expenses for medications for 2023 (at least $1500), copies of tax returns, social security card, insurance cards, as well as completing their complex contract. They reached out to indicate they could also "help" me with the cost of a medication I was prescribed in the past, Xarelto. In December, they informed me the needed paperwork had been received and was being reviewed, but they needed a prescription for the Xarelto. This was sent by the physician. In late December when I was nearly out of this medication, I contacted them by phone to determine when I could expect this medication and I was told "soon" or within the next few weeks. I then received an email from them requesting my out-of-pocket medication expenses which I had already sent. On 12/28/23 my credit card was charged an addition $124, but I still had not received any medications. I was also told the physician needed to submit a prescription for the Farxiga which was the medication that initiated the entire process. In January 2024, I contacted Prescription Lifeline per their email request, and I was told I needed to show proof of out-of-pocket expenses (at least $1500) for 2024 I, told them to cancel the entire process and I requested a refund of my $298. I was told they do not provide refunds. I have been cheated out of $298, not to mention the time I spent on paperwork as well as the time spent by my physician. I am requesting a full refund of $298.

  

  Business response

  03/04/2024

  ID: ********

  Thank you for bringing your concerns to our attention. We take your feedback seriously and have conducted a thorough review of your case to understand the situation better and determine how we can resolve the issues you've encountered.

  Incomplete Paperwork: Upon review, it appears that there was a misunderstanding regarding the paperwork required for us to proceed with your applications for Farxiga and Xarelto assistance. Despite our efforts, we did not receive all the necessary documentation to fully process your applications. This gap in documentation has unfortunately impacted our ability to deliver the service you expected.

  Charges and Services Provided: The initial charge of $174, followed by an additional $124, was intended to cover the comprehensive support and advocacy services we provide. These services include reviewing financial eligibility, preparing and submitting applications, and ongoing communication with pharmaceutical programs on behalf of our clients. We understand, however, that the outcome did not meet your expectations, primarily due to the incomplete documentation.

  Partial Refund Decision: Given the circumstances, and acknowledging that some services were initiated but not completed to your satisfaction, we have decided to issue a partial refund. We believe this approach fairly reflects the efforts made on your behalf and the incomplete nature of the service due to the documentation issue.

  Refund Amount: We will be processing a partial refund. This amount represents a portion of the fees charged, taking into account the work that was undertaken on your behalf. Please allow 5-10 business days for this transaction to appear on your statement.

  Moving Forward: We regret any confusion or inconvenience this process may have caused. Our goal at Prescription Lifeline is to assist individuals in navigating the complexities of obtaining necessary medications, and we are disappointed that we could not fulfill this mission to your satisfaction in this instance.

  Feedback and Improvement: Your feedback is crucial for us to improve our processes and communication. We will take this opportunity to review and enhance our documentation and client communication procedures to prevent similar situations in the future.

  Should you wish to discuss this matter further or have any additional concerns, please feel to contact our office.

  Sincerely, 

  Your advocate 

  Prescription Lifeline

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/5/2024 Prescription Lifeline took money out of our checking account for Rybelsus diabetic medication that was supposed to be cheaper if we paid monthly dues. Our doctor looked over the forms from Prescription Lifeline and said it could be a fraud. We cancelled the order but Prescription Lifeline refused to return our money and tried taking more money out of our checking account which we did not authorize after we cancelled. Our bank got the money back in our checking account but today we received a letter from ********** that they are investigating this again. I have to make a trip to our local ********** branch to have them fax a form that I filled out to prevent Prescription Lifeline from stealing more money out of our checking account and to stop them from trying to get back the money the bank took from them because we never received the prescription drug that we ordered. I want the $337.00 returned to our checking account without having to get a new checking account and change all our automatic payments for ****************** part D, phone, gas, electric, etc and spending hours on the phone changing everything in order to keep Prescription Lifeline from stealing money from our checking account when they never sent us anything. My husband is 83, disabled, mobility issues, diabetic, macular degeneration, pacemaker and I'm 84 with a compression back fracture and both of us have hypertension that's treated with drugs and doctors and we don't want this stress. Prescription Lifeline is a fraud. They have no right to keep our money that we sent them when they never sent us the prescription drug and they have no right to steal more money out of our checking account. I filed a complaint online with the ******** Attorney General,

  

  Business response

  02/28/2024

  Re :Complaint:

  Dear *******************, 

  We are deeply sorry to hear about the difficulties and confusion you and your husband have faced. At Prescription Lifeline, our mission is to provide advocacy and support for our members in navigating the Patient Assistance Program (***) application process with pharmaceutical companies. We want to clarify that our services focus on assistance with paperwork and applications for these programs, rather than the direct provision of medications.

  Regarding the issues you've raised:

  1. Service Charges and Payments:   When you joined Prescription Lifeline on January 4th, the agreement was for an initial draft of $129 and subsequent monthly charges of $79 for the duration of a 12-month contract, totaling $208 for the first two payments made. It's important to note that these charges were for our advocacy services and not for the purchase of any medication.

  2.  Chargebacks and Refunds:  We understand that chargebacks were initiated for both drafts, effectively reversing the payments made to Prescription Lifeline. This action means that the funds were returned to your account, and as such, there are no outstanding refunds from our side. Additionally, no further drafts were attempted following your cancellation on February 19th.

  3.  Discrepancy in Requested Amount:   You mentioned a request for $337 to be returned. Given the total amount paid to Prescription Lifeline was $208, based on the initial and second drafts, we are unclear about the $337 figure. We are committed to resolving any discrepancies and ensuring clarity regarding financial transactions.
  

  4.  Cancellation Policy: Your account was cancelled on February 19th, and we confirm that no further charges were made or attempted post-cancellation. Our records indicate that the services provided up until the cancellation were in line with our commitment to assist you in the *** application process.
  

  5.  Misunderstanding and Resolution: We regret any misunderstanding regarding the nature of our services and the stress this situation may have caused. Prescription Lifeline prides itself on being a patient advocacy group, not a pharmacy or medication supplier. Our goal is to facilitate access to medication assistance programs, which can sometimes be misunderstood.
  

  Given the circumstances, we are eager to address any further concerns you may have and clarify any misunderstandings. We take your feedback seriously and wish to ensure your satisfaction with the resolution of this matter.
  

  Please reach out to us directly to discuss this further. Your well-being and peace of mind are of utmost importance to us, and we apologize for any confusion or stress this situation has caused.
  

  Sincerely,
  Your advocate @Prescription Lifeline
  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up the 1st part of February. Paid $169.00. Called them the next day to cancel, I an get my meds for free from doctor. They told me to wait until I received the information packet, return it to them and they would refund my money. I'm a widow on SS, have NOT received my refund

  

  Business response

  02/20/2024

  Complaint ID: ********

  Subject: Update on Your Refund Process - 

  Dear *********************,

  Thank you for reaching out and sharing your concerns with us. We truly value the feedback you've provided and appreciate your patience as we address the issue you've encountered. At Prescription Lifeline, our mission is to assist our members effectively through the complexities of applying for programs sponsored by pharmaceutical companies, and we regret any inconvenience you've experienced in this process.
  Upon reviewing your account in relation to the delay in processing your refund, we've noted that the New Member Kit was dispatched from our office on January 30th, ****. Typically, the delivery and return of the kit are expected to take 7 to 10 business days each way. As such, we kindly request a bit more patience to allow for the kit to be received back at our office. Rest assured, we will expedite the processing of your refund immediately upon the return of the New Member Kit.

  We understand the importance of meeting our members' expectations and apologize for any disappointment caused in this instance. Please be assured of our commitment to providing exceptional service and support to all our members.
  Should you have any further questions or require additional assistance in the meantime, do not hesitate to contact us directly.

  Warm regards,
  *************** Due

  Prescription Lifeline

  Customer response

  02/21/2024

  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates of payments and amounts totaling $287:11/14/23: dues 79+50 member fee= $129 for 11/13/2023 12/13/2023 for 12/12/2023=$79; 1/17/**** for 1/12/**** =$79; no charge for Feb **** based on customer complaint to Team *******.I thought business was going to get me Ozempic on a monthly basis. Turns out, from talking to customer service that they are just a management company. I spent 2 days trying to talk to medicine provider Novo Nordisk because their own reps ******* get the true medicine provider to talk directly to them. Over the course of a Monday and Tuesday, I spent a total of 2 hours and 50 minutes on hold (2:05+:45) while keeping my phone on speaker. No answer either day. No business should operate on such short staff that a customer with heart issues has to wait for a non-existent person to talk to. Wish I had researched and found out the number of BBB complaints on this company over their 20 year history. Ive read several complaints about this company scamming older people that just want their medications cheaper. I totally believe that this company is a scam and that it should be shut down because of its treatment of the elderly.

  

  Business response

  01/30/2024

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

  Thank you for sharing your concerns with us. At Prescription Lifeline, we recognize the challenges and time commitment involved in applying for patient assistance programs. As a membership-based advocacy organization, our primary goal is to support our members in navigating these complex processes.
  

  I have carefully reviewed your account and would like to provide some clarifications regarding your case:
  

  Membership Agreement and Services: Upon joining our services on November 10, 2023, we provided you with a Patient Advocate Membership Agreement. During your orientation, you and your advocate reviewed and acknowledged 16 key points. This included understanding that our fees are for advocacy services, not for the medications themselves, and that membership fees commence immediately. We also discussed the typical 6-8 week timeframe for receiving medication after submitting an application to a patient assistance program.
  

  Application Process for Novo Nordisk Program: We encountered a delay when the application for the Novo Nordisk Patient Assistance Program, returned to us on December 14, 2023, lacked the required copy of your ******** card. This was necessary before we could proceed with submission of your application.
  

  Processing Time: After submission, Novo Nordisk took approximately 4 weeks to process your application.
  

  Changes in Novo Nordisk's Policy: We would like to clarify an important change in Novo Nordisk's policy. Recently, Novo Nordisk has updated their guidelines and now requires that applicants directly communicate with them. This means that our advocates are no longer permitted to assist or represent individuals during these calls. Consequently, the extended hold times you experienced were not while contacting our office, but occurred when you were connected to Novo Nordisk's phone system under their new policy. We understand this may have caused some inconvenience, and we regret that we could not assist you further in these interactions due to the policy change.

  Approval and Next Steps: Upon reviewing your account, your advocate confirmed through Novo Nordisk's automated system that you have been approved for their program until December 31, ****. Your medication will be shipped to your doctor's ******* Please note that shipping and tracking details should be available within the next 1-3 days. We attempted to contact you regarding this update but were unable to reach you. Respecting your wishes, we have canceled your membership for advocacy services. You will now need to directly obtain shipping and tracking information from Novo Nordisk.

  We are committed to expertly guiding our members through these processes. While we regret any inconvenience you may have experienced, we are pleased to inform you that you have been approved for your medication. As a gesture of goodwill, we have processed a partial refund.
  

  If you have any further questions or need assistance, please feel free to reach out.
  Sincerely,
  Your Advocate at Prescription Lifeline

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined this company in Aug ( Prescription life line) because I have diabetes. In Sept the application was filled out. Here it is Dec and I still have yet to hear from the pharmaceutical company supplying Rybelsus to me for free. The pharmaceutical company ( Novo Nordisk) supplies medication for free to qualifying patients. I get emails asking me to contact my Dr for the refill dosage. Haven't even been approved by Novo Nordisk yet. Today I got an email stating to contact Prescription Life line. They asked if I had received my OZEMPIC! NOT EVEN THE PRESCRIPTION MY DR PRESCRIBED !! They have take. $80 out of my bank account since Aug in addition to $25 to enroll. I cancelled today so to the fact I'm doing all the leg work and they can't even get my medication name correct. THIS IS A SCAM. THEY ARE PREYING ON PEOPLE ON ******** OR FIXED INCOMES. I WOULD LIKE MY MONEY BACK FROM THESE PEOPLE. THIS IS A HORRIBLE WAY TO TREAT PEOPLE!! Shame on them his company. PRESCRIPTION LIFE LINE. I talked to my team lead once since joining. I have yet to this day talked to a he team leader. The his is the biggest injustice ever

  

  Business response

  12/18/2023

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

  Thank you for reaching out and sharing your concerns regarding your experience with Prescription Lifeline. We understand your frustration and apologize for any inconvenience you have experienced. We are committed to addressing each of your points thoroughly.
  Upon reviewing your account, we found that you have been charged a total of $302, not $420 as mentioned. This includes the monthly fees since September and the enrollment fee. After you signed up on September 19th, and your forms were mailed out, you changed your doctor, necessitating new forms. We acknowledge there was a delay in the process, as you did not return the forms to us until November 9th, 2023. This delay has contributed to the extended timeline in receiving your medication.
  Regarding Novo Nordisk, they have stopped communicating with advocates attempting to assist patients with their program. This policy can sometimes lead to delays outside of our control.
  We apologize for the confusion regarding the medication name in our communication. The error where our representative initially mentioned OZEMPIC was promptly corrected. We assure you that your account has the correct medication, Rybelsus, listed. This mistake occurred amidst our efforts to manage a high call volume, and we strive to maintain accuracy and promptness in our communications despite these challenges. We regret that this error caused additional frustration and understand the importance of getting details like your medication name correct.
  Recognizing the challenges you have faced, we are issuing a partial refund as a gesture of goodwill. This refund is being processed and should reflect in your account shortly.
  We take your feedback seriously and are continuously working to improve our services. Our goal is to assist our members in accessing the medications they need, and we regret that your experience has not met our standard of care. If there is anything more we can do to assist you or if you have further concerns, please do not hesitate to contact us.

  Your Advocate

  Prescription Lifeline

  Customer response

  12/18/2023

  Complaint: 21000786
  
  I am rejecting this response because:  I want a full refund.  They prey on elderly. I have read so many other complaints and the company does not refund to most of the complaints that they said they would!  FULL REFUND 
  
  Regards,
  
  ***********************

  

  Business response

  12/20/2023

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

  Dear **************** ,
  Thank you for your response and for expressing your concerns. We are sorry to hear that our previous communication did not meet your expectations, and we appreciate the opportunity to address your request for a full refund.
  

  We understand that you are seeking a full refund and have concerns about our refund practices based on other complaints you have read. Please allow us to clarify our position and the actions we have taken.
  

  The partial refund we offered has already been processed. We want to assure you that when Prescription Lifeline commits to a refund, it is always honored and processed accordingly. While not all recipients may publicly acknowledge receiving their refunds, this does not imply that the refunds were not issued. Our commitment to our members' satisfaction is unwavering, and we stand by our refund policy.
  

  Prescription Lifeline has been advocating for thousands of members for over a decade, and we take pride in the numerous satisfied members we have assisted. Our goal has always been to provide valuable support and assistance in accessing necessary medications.
  

  We understand that this situation is less than ideal, and we regret any distress it may have caused. However, based on the terms of our agreement and the services provided, no further refund will be offered beyond the partial refund that has already been processed.
  

  We value your feedback and take it seriously as it helps us to improve our services. If there are any other aspects of our service or your experience that you would like to discuss, please feel free to reach out. We are here to support you and address any remaining concerns you might have.
  

  Sincerely,
  Your Advocate

  Prescription Lifeline

  Customer response

  12/21/2023

  Complaint: 21000786
  
  I am rejecting this response because:I want a full refund. Never did get the medication as they said I would. They did nothing for me !  Full refund 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started with Prescription Lifeline in July. I had to pay $50.00 enrollment fee & ***** for my prescription. Then starting in August they with **** their monthly few thru November for a total of $445.00 They said the $***** was for administrative work and that they would order my medications for me. It came time for my meds. & they were Not ordering them. I had to call & they said they had to transfer me to the pharmacy, but then they couldn't. So, then they gave me there number. All was set for delivery & then it got cancelled. They said a 3rd party got involved. The 3rd party was Prescription Lifeline. The real Pharmacy that sends my medications to me for FREE is Medical **** Advantage. It's because of ********************************** that pays for my very expensive medication that they have help me. I have talked to my bank & paid $15.00 to stop auto withdraws. I found them on the computer, because my co-pays were $460.00/month. I just like my money back. It would be nice if they could be taken off the computer but that never happen.Thank you *****************************

  

  Business response

  12/18/2023

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

  Thank you for reaching out with your concerns about your experience with Prescription Lifeline. We understand your frustration and are committed to addressing your issues thoroughly.
  We successfully assisted you in enrolling with Genentech's Patient Assistance Program (***), which provides free medications to eligible patients. This key aspect of our service is emphasized during enrollment.
  

  Regarding your medication refills, it's necessary for you to arrange these shipments, as your signature is required upon delivery. In October, you chose to suspend refills due to having an adequate supply. When you contacted us on December 1st for a refill, scheduling challenges arose. While we understand your request for assistance in scheduling, *** policy mandates that only the member can authorize delivery dates.

  As advocates, our role is to facilitate access to these programs. The initial $50 fee covered administrative work, and the $79 monthly fee supports your enrollment and medication orders. We remind you via email and phone when it's time to schedule deliveries. You'll soon receive a new application for reenrollment in the *** for the upcoming year.

  Acknowledging some misunderstandings and challenges, we've issued a two-month credit to your account as a gesture of goodwill, as your membership remains active.
  We value your feedback and are dedicated to improving our services to help you navigate medication access through assistance programs.

  Your Advocate

  Prescription Lifeline

  Customer response

  12/19/2023

  Complaint: 20992435
  
  I am rejecting this response because: 

  1.  I have NEVER received an email or phone call as a reminder that it's time to schedule delivery.

  2.  When I signed up you said you would talk to Med **** Advantage to order my medications, but your NOT able to.

  3.  You interfered with this shipment I just ordered, because your a 3rd party that I DON'T need.

  4.  I have a copy of an email from you stating you have shipped my medications, but from WHAT pharmacy. Not Med **** Advantage.

  5.  I'm tired of all of the lies from all of you & just want ALL my money back.

  6. I will be dealing with Genetech's Patient Program & Med **** Advantage ONLY.

   

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

  

  Business response

  12/27/2023

  Re Complaint ***********

  Dear *****************************,

  Thank you for your continued communication and for providing detailed feedback regarding your experience with Prescription Lifeline. We understand your concerns and are committed to addressing each of your points with the utmost attention:

  1. Communication and Reminders: Our records indicate several instances of communication, including emails and phone calls, to assist you with the scheduling of your medication refills. On dates such as 10/20, 10/24, 10/26, 10/27, and 12/1, we endeavored to remind and assist you with your medication scheduling. We regret any miscommunication or if these efforts did not align with your expectations.

  2. Medication Ordering Process: We provide advocacy services, including assistance with refills. However, the Patient Assistance Program (***) requires your direct involvement in scheduling due to the necessity of your signature upon delivery. We apologize for any confusion this policy may have caused and appreciate your understanding.
  

  3. Involvement in Shipment: Our role in the shipment you received on 12/20 was to facilitate and confirm the process. The cancellation of the previous order was a result of an address change you submitted, and not due to our intervention. Our aim is always to support, not hinder, your access to medication.
  

  4. Email Communication about Medication Shipping: The email you received regarding medication shipping is part of our automated system, designed to notify you when a refill has been processed by the **** On 12/8, after confirming with the *** about your refill, this email was sent. The subsequent cancellation was due to the address change, which may have caused some confusion.
  

  5. Fulfillment of Advocacy Commitment and Refund Concerns: We would like to emphasize that Prescription Lifeline has fulfilled its commitment to advocate on your behalf. We successfully assisted you in enrolling with the *** and in receiving free medication. This is a key aspect of our service and commitment to our members. Regarding your request for a refund, while we understand your concerns, we are unable to process a refund due to the chargeback filed with your bank. We have taken the step of canceling your account in response to your request.
  

  We sincerely apologize for any inconvenience and distress this situation may have caused. Our goal is to support our members in accessing their medications efficiently and affordably. Your feedback is invaluable to us and will be used to improve our services. Should you have any further issues or concerns you wish to discuss, please do not hesitate to contact us.
  

  Sincerely,
  Your Advocate at Prescription Lifeline
  

  Customer response

  12/29/2023

  Complaint: 20992435
  
  I am rejecting this response because:
  1. You called my girlfriend on Thursday, December 21, 2023 & told her you were my Pharmacy, but your not even a Pharmacy & not mine.  You got her Very upset that she called me during the class that I was Teaching to tell me.  She Never calls me unless it's an emergency.

  2. I was told when I signed up with you that you would take care of refills when it came time.  You DID NOT.  I had to Call you, then you Tried to connect me to Med **** Advantage with No success.  You then gave me their phone number & told me to do it myself.

  3. I set it up for December 13, 2023, then they called me & said a THIRD PARTY WAS INTERFERING.  They said the Third Party was Prescription Lifeline.  There was NEVER any mention about me using another delivery address.  I have asked Genentech to put this in writing & a supervisor is getting back to me January 02, 2024.

  4. You could refund my money using a paper check.  I won't give you Any information about my bank account.

  Regards,

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

  

  Business response

  01/05/2024

  Dear *****************************,
  Thank you for your ongoing communication. We're addressing your concerns with focused attention:

  1.Communication on December 21, 2023: On this date, our call was to discuss your account status, not pharmacy needs. We left a voicemail as we couldn't reach you. If your girlfriend received a call from someone claiming to be your pharmacy, we advise contacting them directly for medication status.

  2. Medication Refill Process: We apologize for any confusion regarding refills. Our role is to assist, but direct involvement from you is required by the Patient Assistance Program (PAP) due to delivery protocols needing your signature. We appreciate your understanding in this process.
  

  3.Shipment Details for December 13, 2023: On December 21st, 2023, at 12:40 PM, our representative contacted Genentech. **** from Genentech confirmed the placement of your order with expected delivery on 1/2/24. He also noted that the previous shipment (Order No. *******) was returned due to an address change you made on 12/8. This should clarify the situation regarding the shipment and any perceived third-party interference.

  4. Refund Request: Recognizing the difficulties you've faced, we are issuing a partial refund as a gesture of goodwill, despite our belief in fulfilling our advocacy role effectively. This refund will be processed via paper check to avoid needing your bank details.

  We apologize for any inconvenience caused and are committed to supporting our members in accessing their medications. Your feedback is vital for our service improvement. Please feel free to reach out for any further concerns.
  

  Sincerely,
  Your Advocate at Prescription Lifeline

  Customer response

  01/07/2024

  Complaint: 20992435
  
  I am rejecting this response because:
       After nearly a month of reading your lies There's still ONLY one thing I ask from you is a Full refund of $366.00  I think this company can afford this.  Then I'll leave you alone.

  Thank you very much,
  
  *****************************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went through them to get prescription for Ozempic. They charged me $119 in July and $69 in August, September, and October. They describe themselves as a patient advocate group I never received medication. I called manufacturer directly (Novo Nordisk) and they basically told me it is a scam. The medication is free from the manufacturer upon application to the manufacturer.

  

  Business response

  10/26/2023

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

   

  Thank you for providing your valuable feedback. We genuinely appreciate your effort in sharing your concerns regarding our process. As a membership-based advocacy company, Prescription Lifeline is committed to aiding our members in navigating and applying for programs sponsored by pharmaceutical companies. While it is possible for our members to independently apply for Patient Assistance Programs, this can often entail a complex and time-consuming process.
  

  It's important to clarify that the fees associated with our services are for advocacy and support, not for medications themselves. Our services can be likened to seeking assistance from professionals like H&R Block to file taxes; while some processes can be done for free, people opt to pay for our expertise to facilitate the application process.

  Regarding the opinion expressed by the Novo Nordisk representative, it's essential to note that her perspective is just thatan individual opinion. She lacks firsthand knowledge of our company and the comprehensive services we provide to our customers.

  Once a member is approved for their chosen program, our dedicated team of advocates closely monitors their account to ensure timely requests for medication refills. This approach ensures that our members always have their necessary medication on hand. Additionally, we assist in reapplying to the program in a timely manner to prevent any gaps in medication when the initial enrollment period expires.

  Our ultimate goal is to provide impeccable service to our members, and we genuinely hope you'll continue to ***** us the opportunity to demonstrate our commitment to your well-being.

  Thank you for choosing 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. ↩