byjove
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Post by byjove on Aug 27, 2024 8:33:44 GMT -6
This is very random, but was wondering if anyone had experience with something like this and how it was eventually resolved.
I had to use CVS specialty pharmacy for a medication. I went to pay my bill ($130) and the website was glitchy. It took me a few tries for the payment to process. I received one receipt. That brought my account balance to $0. I actually don't take that medication anymore, so I don't have any new bills for CVS.
Problem is, looked at my credit statement later and those glitchy attempts to pay the bill actually made it to my credit card. I was charged 3 times for that transaction, not just authorizations. I called CVS, they said no, you only made one payment. I called my credit card, they said no problem, we'll put in a dispute.
So the credit card credited my account and actually pulled back the money from CVS- they could see on their end CVS took my money, but whatever ether it goes into it is not tied to me on the CVS end. Now CVS is sending me bills saying that I owe them the money that the credit card company took back ($260).
I've been back and forth with CVS for 3 months now. They keep escalating it and telling me they see the problem and they'll take care of it, but then I get a new bill for $260 and start over.
I called again yesterday and they had the gall to ask me when I was going to pay my balance and @%?#%#%&#. I'm a bit at loss. Getting a lawyer involved would be more than paying what they say I owe... but I'm like I can't be the first person that this has happened to. I'm waiting on a call back from CVS, but I know at this point I won't talk to anyone until I call again, which I am planning to do tomorrow.
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trueblue
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Post by trueblue on Aug 27, 2024 8:41:52 GMT -6
I would have the issue escalated at CVS to a manager request a full account payment record from CVS. Once you have that I would send back your proof of being triple charged and your chargeback from the bank. They can manually adjust your balance to zero after that. If they don’t want to do that I would not do anything and wait for them to put it into collections. From there you can challenge it with the debt collection agency.
Eta: since you have requested it be escalated and it’s clearly not I would google for an accounts receivable contact number and go about it that way. Get yourself out of the call center.
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byjove
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Post by byjove on Aug 27, 2024 8:51:10 GMT -6
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angelashly
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Post by angelashly on Aug 27, 2024 9:03:38 GMT -6
It is very possible that CVS is only seeing the one payment and now that it is reversed they aren’t showing you made one. It was probably an issue with whatever payment system used.
Did you confirm that your credit card only reversed 2/3 payments in the dispute?
If so escalate all the way up if you have to so that they are checking with that 3rd party payment system
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byjove
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Post by byjove on Aug 27, 2024 10:20:17 GMT -6
It is very possible that CVS is only seeing the one payment and now that it is reversed they aren’t showing you made one. It was probably an issue with whatever payment system used. Did you confirm that your credit card only reversed 2/3 payments in the dispute? If so escalate all the way up if you have to so that they are checking with that 3rd party payment system Yes, our credit card only reversed 2 out of the 3 payments. |
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AmyG
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Post by AmyG on Aug 27, 2024 10:52:37 GMT -6
Try the contact us on their website. I used that when all of a sudden a phantom phone number showed on my cvs acct. That ph # was getting all my texts about refills and prescriptions. And it wasn't a # known by anyone in NY household.
They replied with nonsense. I checked local pharmacy and store cause they blamed it on them. They could only see my real #. Except on one screen they could see an uneditable # by the pharmacist. I learned cvs.com sees certain screens, pharmacist sees other screens and their national help sees others.
After a couple emails back and forth they asked to call, we talked and eventually I was sent to IT who put in a ticket to escalate and it went to so many depts and then got fixed I think.
I'm not using cvs anymore though.
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byjove
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Post by byjove on Aug 27, 2024 10:55:29 GMT -6
AmyG, I wish I didn't have to use CVS, but this was a specialty med that my insurance will only fill through the CVS specialty pharmacy (so not a regular CVS pharmacy). I was telling DH that I wish I could say I'd never use them again! But alas, not true.
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Post by ellewoods on Aug 27, 2024 12:34:08 GMT -6
I may be a bit extreme but I would send an email to the CEO. In my industry this happens all the time and we have a customer experience team who it gets assigned to. I would include all your evidence. I’d also ask CVS to show you your 3 order numbers and that they delivered the medication 3 times.
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Post by ellewoods on Aug 27, 2024 12:36:36 GMT -6
I would also see what healthcare organization regulates CVS and reach out to them - and possibly file a complaint with the OCC. CVS is the merchant but they have a bank who is the acquirer who has these funds.
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byjove
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Post by byjove on Aug 27, 2024 13:23:33 GMT -6
ellewoods, so write an email and include my credit card statement in an email to the CEO? You think that will reach someone that can do something?
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lucylou
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Post by lucylou on Aug 27, 2024 13:47:00 GMT -6
ellewoods, so write an email and include my credit card statement in an email to the CEO? You think that will reach someone that can do something? I would send it to their district pharmacy manager vs the CEO. A lot of times, they’ll have that person’s name and photo hanging near the pharmacy, along with the pharmacy manager. There’s probably online ways to find it too, but I don’t know specifically off the top of my head. |
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byjove
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Post by byjove on Aug 27, 2024 13:48:18 GMT -6
ellewoods , so write an email and include my credit card statement in an email to the CEO? You think that will reach someone that can do something? I would send it to their district pharmacy manager vs the CEO. A lot of times, they’ll have that person’s name and photo hanging near the pharmacy, along with the pharmacy manager. There’s probably online ways to find it too, but I don’t know specifically off the top of my head. This is the CVS specialty pharmacy though, so it is only mail order/no physical location. But I could try to search who that would be. |
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trueblue
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Post by trueblue on Aug 27, 2024 14:10:28 GMT -6
byjove, LinkedIn is great for that kind of information. Happy info hunting!
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angelashly
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Post by angelashly on Aug 27, 2024 14:10:47 GMT -6
I would send it to their district pharmacy manager vs the CEO. A lot of times, they’ll have that person’s name and photo hanging near the pharmacy, along with the pharmacy manager. There’s probably online ways to find it too, but I don’t know specifically off the top of my head. This is the CVS specialty pharmacy though, so it is only mail order/no physical location. But I could try to search who that would be. You will get much farther with that person than a CEO. Yes the CEO will want it fixed but they are going to send it back down the chain anyway when they finally see the email. |
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lucylou
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Post by lucylou on Aug 27, 2024 14:16:45 GMT -6
I would send it to their district pharmacy manager vs the CEO. A lot of times, they’ll have that person’s name and photo hanging near the pharmacy, along with the pharmacy manager. There’s probably online ways to find it too, but I don’t know specifically off the top of my head. This is the CVS specialty pharmacy though, so it is only mail order/no physical location. But I could try to search who that would be. Oh, sorry I completely missed that! |
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AmyG
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Post by AmyG on Aug 27, 2024 16:15:29 GMT -6
AmyG , I wish I didn't have to use CVS, but this was a specialty med that my insurance will only fill through the CVS specialty pharmacy (so not a regular CVS pharmacy). I was telling DH that I wish I could say I'd never use them again! But alas, not true. If the insurance paid part of this bill, call them too to make sure they weren't charged 3 times for duplicate rx fills. |
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Post by ellewoods on Aug 27, 2024 18:32:47 GMT -6
AmyG , I wish I didn't have to use CVS, but this was a specialty med that my insurance will only fill through the CVS specialty pharmacy (so not a regular CVS pharmacy). I was telling DH that I wish I could say I'd never use them again! But alas, not true. If the insurance paid part of this bill, call them too to make sure they weren't charged 3 times for duplicate rx fills. A lot of places have an office of the customer. When you send it to the CEO - that’s where it goes. It’s like an escalation team that is charged with responding to complaints. |
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Post by ellewoods on Aug 27, 2024 18:34:08 GMT -6
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Bluebird
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Post by Bluebird on Aug 27, 2024 21:06:24 GMT -6
Honestly, the only thing I ever use Twitter for is to resolve weird customer service issues. It works like a charm.
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clucky
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Post by clucky on Aug 27, 2024 21:23:59 GMT -6
ellewoods , so write an email and include my credit card statement in an email to the CEO? You think that will reach someone that can do something? Include a timeline: charges with date(s), each time you called in, who you spoke to, and what was said, statement showing the 2 reversals from ccard, and any other pertinent information. Include your phone number and email in your signature. I have had to email a CEO before (not CVS) and received a call back from the executive escalations department. They were not only able to take care of my issue, but were able to see both the escalation circle I was trapped in and the IT issue that caused my issue. If only all their employees were just as empowered or weren't incentivized in closing out customer issues. She did say, for them, when a customer makes it into the CEO's inbox it is a big deal. Good Luck! |
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Post by ellewoods on Aug 27, 2024 22:09:44 GMT -6
clucky yes! If she was getting somewhere I’d never recommend emailing the CEO but she’s definitely in this circle and it’s not getting resolved with who she is working with.
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byjove
Ruby
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Post by byjove on Aug 28, 2024 10:04:02 GMT -6
Searching for it, there are several different ones popping up- email them all? Well I sent a letter out. Hopefully I receive type of acknowledgement that it is getting passed to the right people. |
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byjove
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Post by byjove on Aug 28, 2024 16:24:28 GMT -6
I got a phone call from Executive Relations! Woohoo! Thank you ellewoods. Not done yet, but making progress. |
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McBenny
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Post by McBenny on Aug 29, 2024 12:41:53 GMT -6
It is very possible that CVS is only seeing the one payment and now that it is reversed they aren’t showing you made one. It was probably an issue with whatever payment system used. Did you confirm that your credit card only reversed 2/3 payments in the dispute? If so escalate all the way up if you have to so that they are checking with that 3rd party payment system Yes, our credit card only reversed 2 out of the 3 payments. I would no longer talk to them on the phone. They see what they see. I would send them my statement (with other things blacked out of course) so they can see that you were charged 3 times and you had to dispute 2 of them. Then maybe they can look at whatever they need to or audit their accounting stuff and figure it out. It's on them. You have proof you paid. |
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AmyG
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Post by AmyG on Aug 29, 2024 12:55:31 GMT -6
Yes, our credit card only reversed 2 out of the 3 payments. I would no longer talk to them on the phone. They see what they see. I would send them my statement (with other things blacked out of course) so they can see that you were charged 3 times and you had to dispute 2 of them. Then maybe they can look at whatever they need to or audit their accounting stuff and figure it out. It's on them. You have proof you paid. Yes not over the phone. That's why I recommended the contact us on the cvs website. That will start the conversation for a customer service person to make an audit/financial ticket item to fix the issue. They'll probably still want to talk on the phone but also keep replying to the email you receive to create the paper trail proof you are not at fault here. |
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Post by ellewoods on Aug 29, 2024 17:29:18 GMT -6
Keep us posted! I work with our client relations teams on responses when people have complaints. Once it gets to the right person - they want to get to the root cause and fix it so it doesn’t happen to anyone else.
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byjove
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Post by byjove on Aug 29, 2024 17:36:52 GMT -6
Keep us posted! I work with our client relations teams on responses when people have complaints. Once it gets to the right person - they want to get to the root cause and fix it so it doesn’t happen to anyone else. I've received two more phone calls- one for my case being transferred to a more specific person who introduced themselves and provided contact details, and I got a call back today (that I missed) with a message they are still working on it and will continue to call back with updates as they investigate. So seems like it is moving in the right direction for now. |
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byjove
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Post by byjove on Aug 30, 2024 6:51:41 GMT -6
There was activity over night (new receipts) and I received a call just now that it is all sorted and my account balance online is $0. They are still trying to figure out what exactly went wrong with the payment system, but my side of things is sorted. Thanks all!
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