Failing Mail Order Prescriptions

Threads Involved: Problem, Work and Value

From	johnwunder
To	Johnny
Date	20240704063543
Headline	Failing Mail Order Prescriptions
Source	Johnny

WellCare, CVS and USPS have again failed to deliver my prescription

Analysis: I suspect that we are on an Island has broken the integration between their systems. This is the second failure. Web References https://johnnywunder.info/mywiki/index.php/Failing Mail Order Prescriptions

Member

WellCare:

The only 2 times I use you CVS Mail Order service for prescriptions it has failed!

I live on Knotts Island North Carolina and CVS uses the US Postal Service to deliver prescriptions. My prescriptions have never gotten here on time running up to a month late.

The latest episode started 9/27/2022 for Gabapentin prescription number 758274600, order number 3589078030 and USPS tracking number 9374869901700602173536 .

At that tracking number last update October 3rd was:

'Your item was forwarded to a different address at 8:03 am on October 3, 2022 in PLYMOUTH, NC. This was because of forwarding instructions or because the address or ZIP Code on the label was incorrect.'

I've attached the email response they sent me where they say

'Our forward mail service is typically slow. Forward mail typically takes 14 business days to process. Sometimes it may take a little longer. '

In a phone message response to my email the USPS told me I should contact my pharmacy or medical provider if I need my medicine.

I contacted CVS this morning via phone and they told me I should contact the Post Office and offered no assistance beyond that. They were also not empathetic at all and did not seem to care whether I got my medicine or not as long as they could blame someone else for the problem.

This morning I contacted CVS, my pharmacy, they told me it was not their problem and I should talk to the USPS and that it was my problem because of the mail forwarding even though I told them the mail was and is not forwarded. When I told them I already had been in contact with the USPS and that they to contact CVS they said there was nothing they could do, even though I escalated to the next layer of support. They said I had to go to my medical provider to get a new bridge prescription.

The Support Desk then had to audacity to ask if there was anything else they could do for me!

1. I do not have my mail forwarded!

2. I don't know what address is on the package.

3. This is the second time this has happened with Gabapentin. It happens every time I use the mail order prescription service.

4. Requiring me and my medical provider to make up for your failures is unacceptable and way more stress and anxiety than I want or need at this point in my life.

Finally I expect you, WellCare, my prescription provider to take ownership of getting me my medicines and to have procedures in place to mitigate failures in your system. I don't care who your delivery suppliers are nor do I feel it my responsibility to correct failures within you system. You should provide one face to your customer and handle all problems that occur within your service.

I will be publishing this on the web along with your response and will not be using the mail order service again until you tell me how this has been corrected.

I am very disappointed with your service.

Your member,

John S. Wunder