They sent me a refund check for my deceased wife's medications from their overcharges for 2015. As her name was on the check and I had closed the joint account months previously and was using a checking account in my name only as the bank insisted, I needed Optum to re-issue the check in my name only.
Contact # 1: "We will send out a new check within 48 hr. Looks good! But wait!
Contact # 2: 10 days later: Oops somebody didn't do it I will get it taken care. Ok I'm a sucker!
Contact # 3: Ask to speak to a Supervisor after another week and no check. She tells me
they need a copy of my power of attorney for wife's estate before they can reissue the check;
I fax this to them within 1/2 hour.
Contact #4: Call to see if they received it two days later. I get another Supervisor and she tells me NO they don't need a power of attorney for checks under $500. NOW I HAVE NO TRUST OR FAITH IN WHAT ANY OF THEM TELL ME OR THAT THEY ARE COMPETENT TO LICK STAMPS. I ASK FOR SOMEONE ABOVE THEM TO SPEAK TO, SO I GET A DIRECT SUPERVISOR. SHE TELLS ME SHE IS AS DEPENDABLE AS THE SUN RISING AND SETTING AND CALLS ME WITHIN 6 HRS THEY HAVE PRINTED THE CHECK. I WAIT ANOTHER WEEK AND NO CHECK. I CALL HER 3 TIMES (THE ONE WHO PROMISED A1 SERVICE) NO RETURN CALL. ( FOUND OUT LATER SHE WAS SICK AT HOME) THEN I CALL BACK TO A SUPERVISOR WHO WAS IN ONE THE LAST CALL AND ASK FOR SOMEONE IN CORPORATE
WHO MIGHT BE ABLE TO HELP. AS I AM TOLD THE CHECK IS IN THE MAIL! I'LL *** ON THAT ONE! I GET A LADY IN ESCALATED CUSTOMER SERVICE PROBLEMS AND EXPLAIN I
HAVE BEEN GETTING THE RUN AROUND. SHE ASSURES SHE WILL GET IT CORRECTED AND CALL ME THE NEXT DAY. SHE CALLS AND TELLS ME SHE CANCELLED THE CHECK ALREADY CUT ON JULY 20TH ABOUT 12 DAYS AGO AND IN THE MAIL AND I WILL RECEIVE
THE NEW CHECK IN ABOUT 10 DAYS. IS THIS PERSON REALLY IN CHARGE OF HELPING. NOW THE FIRST CHECK WHICH I HAVEN'T RECEIVED 17 DAYS AFTER THEY CUT THE CHECK IS "no good" it has been cancelled NOW I HAVE TO WAIT ANOTHER PERIOD OF TIME THEY CLAIM 10 DAYS TO GET THE NEW ONE. God help them, they haven't got to brain cells to rub together. I CALL THAT AFTERNOON AND TALK TO RICARDO G. AND HE IS VERY SYMPATHETIC AND WILL CALL ME THE NEXT DAY AND TELL ME THEY ARE SENDING IT OVER NIGHT. SMALL REQUEST FOR ALL THE RUNNING AROUND I HAVE GONE THROUGH. RICARDO LEAVES A MSG ON MY PHONE NO HE CAN'T COMMIT TO SENDING IT OVERNIGHT, HE CAN'T EVEN BE TRUSTED WITH A PHONE ON HIS DESK. I CALL AGAIN THE NEXT DAY AND AM TOLD BY ANOTHER INDIVIDUAL THAT RICARDO HAS BEEN SENT A MESSAGE THAT I WANT TO SPEAK TO HIM. I TOLD THIS PERSON IF I DIDN'T RECEIVE A PHONE CALL IN 30 MINUTES I WOULD GO TO THE INSURANCE COMMISSIONERS OF EVERY STATE THEY OPERATE IN AND FILE A COMPLAINT. THEY DON'T CARE, THESE PEOPLE WHO OPERATE THE COMPANY OUT PLAYING GOLF WHILE THEIR STAFF EXHIBITS TOTAL INCOMPETENCE, UNTRUSTWORTHINESS, AND MUST THINK WE THE CUSTOMER HAVE TO LAY DOWN AND TAKE THIS CRAPPY SERVICE. AMEN
Product or Service Mentioned: Optumrx Customer Care.
Reason of review: Poor customer service.