Silverscript Customer Service is Awful

[Russ]

Had a lady that got three ID cards in today...all with different ID numbers!!! Two by express mail. Insured has no formulary booklet. Also...she got a letter saying she was denied.

They sent me a formulary booklet with Care Improvement Plus...when I started writing for them in October. Then in November I get one with Silver Script. That can be a big issue when Cymbalta is tier 2 in Care Improvement Plus and tier 3 in Silver Script. An issue costing someone over a $100 a month more! Thankfully the lady said she would look at other prescription options.

Also...be careful on checking on their "Preferred Pharmacies". Make sure it says so on their website. It might list pharmacies but some are not preferred....higher co-pays.

This company is a joke. Sorry I ever contracted with them.

Then again, United Healthcare has one preferred pharmacy in the town I live in, out of 5 pharmacies. Higher co-pays. Ten bucks a month for some generics.

I need a vacation.

 

[pbbaseball]

Oh yes, headaches headaches. I called on the 26th of december for a customer. No message saying they were closed, waited on hold for an hr and 45 mins (thank goodness for speaker phone), no one ever picked up. I filed a complaint as well.

Had one member i signed up that never was enrolled. Did one on the portal, got a confirmation number and email, and they can t find him with conf number, name, address, phone, hicn, internal member number, dob, or anything!

 

[wehotex]

Oh yes, headaches headaches. I called on the 26th of december for a customer. No message saying they were closed, waited on hold for an hr and 45 mins (thank goodness for speaker phone), no one ever picked up. I filed a complaint as well.

Had one member i signed up that never was enrolled. Did one on the portal, got a confirmation number and email, and they can t find him with conf number, name, address, phone, hicn, internal member number, dob, or anything!

How do you file a complaint? Please DO share. I thought that you had to be a Medicare beneficiary to report things.

 

[Guest]

I just spent 45 minutes with a sweet customer rep from Silver Script. They have multiple systems which are not compatible. She has to walk over to a different desk to check a lot of the info.
But I paid my Jan premium bill.
She was trying to be helpful but seemed untrained and had poor computer systems to do her job.

She could not help me with my co-pays. My mail order service delivered the medicines fast but did not charge me anything.

I hope this firm is capable of surviving. If CVS owns them, then it should be ok... CVS can afford to spend some money.

AMN

 

[fleur]

I just spent 45 minutes with a sweet customer rep from Silver Script. They have multiple systems which are not compatible. She has to walk over to a different desk to check a lot of the info.
But I paid my Jan premium bill.
She was trying to be helpful but seemed untrained and had poor computer systems to do her job.

She could not help me with my co-pays. My mail order service delivered the medicines fast but did not charge me anything.

I hope this firm is capable of surviving. If CVS owns them, then it should be ok... CVS can afford to spend some money.

AMN

Presuming your med's are generic and you enrolled into the Choice or Plus plan, your co-pay is $0.

 

[motorcyclegogo]

Client came in with the invoice paperwork from SilverScript for the first month's premium. He paid this last week but still does not have a card from them. I called the agent line and as usual got the recording so I called the Customer Service number the member calls, spoke with the representative and was told that the cards are late in going out. I asked what does late mean and was told they are in the process of mailing them now but if the member will call them then they would order them new cards. Why they have to order new cards "if" they are in the mail to the member is beyond me. I didn't ask any further question I just filled out the temporary card and gave it to the client. This is just getting more and more crazier as the days go by. Hopefully they will get their stuff together soon because they are getting a lot of complaints filed with CMS from what I understand.

 

[Nelson C. Janney]

Been doing the part D and some with SilverScript from the beginning in the fall of 2005. Sounded good at the time, however, I've gotten mostly complaints from any one I've enrolled. So, what I figured out, real quickly, do some homework, and, put them with someone else. The thing with seniors, lose their trust on ONE thing, chances are you've lost it all.

 

[Millwood]

Talked with a Sliver Script agent trying to find a clients ID card and billing notice. WAS told silver script was waiving January's premium for everyone. Was told ID cards would be mailed out 1-15-13. Looks like a cluster to me.

 

[thomasm]

Well, it turns out they are being sanctioned by CMS! I just got an email stating I can no longer sell SilverScript as of January 15th!

 

[Sarah]

No Place You Want to be

I did customer service for them for 9 months. They took on too many people and could not handle it. Customer service ill trained, rules changed in a blink of an eye, pressure from
CVS and Medicare - fines - sanctioned - extreme pressure. Computer systems could not handle the volume. Tell an eighty year-old retiree that worked for a company 30 years they can't get their insulin when they are out. (Retirees forced to be in Med D Silverscript) Too many tears and pressure for me.

Corporate Greed.