Yesterday I mentioned the two hours spent on the phone with my mail order pharmacy. Three calls and enormous frustration. I first tried to register on-line and could not. I had an e-mail telling me that there was something holding up my order. Since there are HIPPA laws, you must register and go into your account to know what the problem is.
Unable to get into my account, I called. I got a representative and explained my dilemma. She transferred me to another person. This person did not have a good grasp of the language I speak. I spoke slowly and distinctly, but she seemed to be in a speed talking competition and I could barely understand her. She kept telling me they could not "release" my order because there was a balance due of $13. Yes, only thirteen dollars.
I became somewhat agitated, since last month HeWho spent a considerable amount of his time, giving them a credit call to keep on file for both our accounts. He was not patient with his last call. Took three calls for him to get accounting to apply the card. So, he takes my phone and the very first thing he says to the woman trying to use English as a second language is to speak up and speak clearly because he is hard of hearing. Maybe he should have used a different phrase, because this did not help and he got mad as the conversation escalated. She hung up on him.
He called back and either got the same representative or someone else speaking English as a second language. This was not going any better, so I took control of the phone again. It went downhill from there. I have only two days left on what I refer to as my "crazy pills". This is not a medication one can just stop taking. She tells me I don't have a credit card on file and I respond by telling her it wasn't my fault that the person who took the information failed to do there job. THEN she tells me that the estimated cost of this prescription was $8 and had to be paid in advance or they couldn't ship it and that even then it would not ship until May 3!
I kept offering my credit card info and she kept talking about the $8. I hung up on her. Then I took a deep breath and called again. He must have been a supervisor. English is his first language and he took care of everything. My prescription will be shipped tonight and expedited to over night at no additional charge to me. This is all well and good, but I am still annoyed over the amount of time it took to get through to someone who could grasp the situation.
I will be filling out that survey. Oh, yes, I will. Their customer service rating will go down at least one point.