OptumRx - Worst customer service I have ever had to deal with. Worse than the worst DMV or Walmart.
So far, so bad. I've never been so frustrated calling somewhere for help. First, the automated computer voice didn't recognize my birthday, which I had to say several times. I finally had to yell it.
After I got on the phone with a person, she took forever just to get my name. She obviously did not know her way around the website, since I was on hold several minutes after I asked where I can download a prescription list.
During that time on hold, the other line was completely silent. There was no hold music or any indicator that someone would come back, so I hung up. Then after a few minutes, I called back.
Same experience as the first call with the computer not recognizing anything when I said my birth date. When a person picked up the phone, I began to explain my question. I asked if she needed a prescription number, then she said that she needed my account number. I asked where to find that. She had no idea if it was on the website or on my insurance card. Then she bluntly asked with a raised voice "what's your NAME?"
I told her my name, and then the after-call survey immediately came on, indicating that she had ended the call. She didn't try to call me back.
I took to Twitter and got a direct message back with a direct number for an elevated contact. My question involved a prenatal vitamin that they wanted to charge me $180 for. After much back and forth with my doctor and this elevated contact, she told me that my doctor insisted that I take that specific $180 prenatal vitamin. I know better, because I spoke to the nurse at my doctor's office who recommended we try a cheaper one that OptumRx charges $10 for. OptumRx totally blamed my doctor for being inflexible!
I am frustrated. I'm angry because I have worked in over-the-phone support and I know everything these reps are NOT doing to make the call pleasant. They don't know the product, their website, or basic phone courtesy.
I gave up on my prenatal vitamins. I just don't take them anymore, thanks to this company and their employees who can't get their act together.
I don't want anyone from OptumRx to contact me, because I've gotten to the point that it's as resolved as it's going to be. I would like my insurance company (United Healthcare) to be aware of the truly terrible customer service that they are forcing on policy holders.
Reason of review: Poor customer service.
Preferred solution: Let the insurance company (United Healthcare) know about the poor service given by their partner company (OptumRx)..