Difficulty with pharmacy records request from military pharmacy (Express Scripts)

[HawkeyeMom]

Has anyone had difficulty with receiving their pharmacy records from Express Scripts (military retired pharmacy)? DD made her initial request Nov. 19. They made a mistake and hadn't processed the claim when she called back on 12-9. DD emailed her DoDMERB technician informing her of the situation and asked if she had any suggestions for how to get this request filled by E. S., but tech did not have any. Followed up again on 12-20 with E.S. - still no action and asked to speak to a supervisor, who called on 12-23 to state they had mailed the records.

Still have not received the records, so I called today and they have to start the process (processing the request) all over again! They said they have to manually go through records and it takes time, but almost 2 months so far! Argh!! I'm guessing dd needs to contact her DoDMERB technician again to update her AMI request?

Any suggestions for whom to contact to help expedite the process? What happens if we can't get the records?

 

[Impulsive]

If the info you need is less than 18 months old, you can get it directly thru the Express Scripts website. If they need complete "older" info, then I would either call them 1-877-880-9198 or email them directly (for a paper trail) via the website after you sign in. We never had any issues with Express Scripts providing us with anything we needed in a very timely manner.

 

[HawkeyeMom]

If the info you need is less than 18 months old, you can get it directly thru the Express Scripts website. If they need complete "older" info, then I would either call them 1-877-880-9198 or email them directly (for a paper trail) via the website after you sign in. We never had any issues with Express Scripts providing us with anything we needed in a very timely manner.

We need records from Jan 2015, so they said it has to be processed manually. We've called 5 times and have a voice mail message I saved from when they said they mailed it the first time.