Caught In A Really Annoying Drug Ring
My pharmacy sends out text messages as a reminder to order refills. You can answer “YES” to have the refill placed or “NO” to opt out. I don’t like the side effects of a certain medication, so my doctor switches me to a new medication.
Text Message: “REMINDER: Your medication [first three letters] is due for a refill. Reply YES to order a refill or NO to skip.”
Me: “No.”
Text Message: “You have opted out of refilling your medication [first three letters]. If this is an error, please contact [Pharmacy] at [phone number].”
Shortly after, my phone rings with the pharmacy number.
Me: “Hello?”
Pharmacy Tech #1: “Hi there, this is [Pharmacy Tech #1] at [Pharmacy]. I’m calling in regards to your prescription for [medication #1].”
Me: “Yeah, I just cancelled it. The doctor—”
Pharmacy Tech #1: “Oh, you really shouldn’t. We can go ahead and schedule a refill for you over the phone.”
Me: “No, the doctor said—”
Pharmacy Tech #1: “You need to take your medication as prescribed by your doctor.”
Me: *With a point-blank tone* “And he prescribed switching to [medication #2].”
Pharmacy Tech #1: “Oh.”
I hear the mouse clicking.
Pharmacy Tech #1: “Thank you for your time.”
Ten minutes later, I receive another text.
Text Message: “REMINDER: Your medication [first three letters] is due for a refill. Reply YES to order a refill or NO to skip.”
This is the first medication again.
Me: “NO.”
Text Message: “You have opted out of refilling your medication [first three letters]. If this is an error, please contact [Pharmacy] at [phone number].”
My phone rings again. It’s the pharmacy … again.
Me: “Hello?”
Pharmacy Tech #2: “Hi there, this is [Pharmacy Tech #2] at [Pharmacy]. I’m calling in regards to your prescription for [medication #1].”
Me: “My doctor switched me to [medication #2]. I just spoke with [Pharmacy Tech #1] and told him all about it.”
Pharmacy Tech #2: “Um… Our system shows you’re due for a refill.”
Me: “I know, but I’m not.”
Pharmacy Tech #2: “I don’t… um… you’re due. We need to schedule your refill.”
Me: “What do I have to do to get out of this loop? My doctor switched my medication. I am not filling [medication #1].”
Pharmacy Tech #2: “But… you’re due.”
Me: “No, thank you. Please remove this medication from my file.”
Pharmacy Tech #2: “Okay.”
Me: “Thank you.”
Ten minutes later, I received a third text for the same medication. I didn’t answer that time and they didn’t call back. When I went to pick up [medication #2], both technicians were there but they didn’t say anything.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
