Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have EphiphanyRx as my employer provided pharmacy insurance.About 8 weeks ago I called customer support at ************** to complain why I had to pay at the pharmacy for my prescription since I already have met my *** out of pocket expense of $3750.I was told that I hadn't met my *** yet. I asked how this was possible when their website confirmed that I had already spend in excess of $3800 at the pharmacy.After a back and forth exchange a epiphany customer card person (*******) confirmed where the error came from. On March 26th I paid $750 dollars for my Toujeo insulin when I should have paid $70. A manufacturer coupon should have been processed to reduce my co-pay.He confirmed that the company owes me $680 and the matter has been sent to the appropriate department for payout. Week after week passed and every time I called I got a series of similar responses:That should have already been paid.It's in progress.I have escalated the claim and you should receive payment soon.I was actually given a date of no later than May 31st from a supervisor.Today I called again and asked to speak to a supervisor at a higher level. They said I have already talked to the highest level supervisor that takes to members (I had talked to these people - *******- multiple times. They took my number for a call back from a higher level person.As with most of the callback promises, that never happen.I called the parent headquarters company Navitus for resolution. They basically told me the same story with a small twist:There is a hold while they resolve an issue with their system and I should be paid soon.This has been going on for many weeks now.Please intercede on my behave to get this resolved.If you call anyone from epiphany customer care they can call up my record of being told payment in process and coming soon.Epiphany info:Name: ********************* ID: *********** Customer Support Number: ************** Mailing address:EpiphanyRx *************************************

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My doctors have been trying to get a medication approved for me called Linzess since March 21st, 2024. Epiphany RX refuses to pay for the medication despite myself and my doctors following all of their ridiculous demands. They wanted me to try two medications before they would approve Linzess, ******* and Truelance. Truelance is not safe for me to take because my gallbladder has been surgically removed. They still do not BELIEVE me or either of my doctors when we explain this to them. So we proceeded with trying out *******. Ephiphanxy RX denied the Amitiza! Epiphany RX wanted ******* receipts to prove that I had bought and tried OTC laxatives such as Miralax because they didnt BELIEVE myself or my doctors when we said I have tried and failed all OTC medications. I faxed them copies of multiple receipts for OTC laxatives, so they finally approved Amitiza. I tried Amitiza for over a month with no success. *************************************, and Dr. ******************************* then sent in another appeals and prior authorizations. Epiphany RX still refused to pay for the medication because they wanted me to join ******************** card. I called them Friday May 17th and give them this information. Reference # ********. On Saturday May 18th, ******* was kicked back again. I called Monday May 20th to see what the problem is now. Epiphany RX is back to wanting record of trying and failing Truelance. I explained to them ONCE AGAIN that this medication is DANGEROUS for me to take because my gallbladder has been removed. Both of my doctors have put this in writing to Epiphany RX.