OptumReviews of optumrx.com

I don’t know if someone from the company reads these, but I have found that if the call doesn’t go well with a customer service agent, they basically won’t hang up the line so that I can’t do the survey after the call. That happened today and I got put on hold when the call ended. That has happened in the past as well. They want their metrics to look good and your customer satisfaction goes down. However you are managing your call center staff, it’s not working.

I've contacted in the past and for the most part I've gotten the information I've needed. (Although about a year ago I called requesting for replacement cards and STILL never received them but whatever). Today however I called and I spoke with, I think her name was Jennifer. It was strange. She was nice I guess but she never really put me on hold, she would just say she needed to go look at something and would leave me in silence on the line for like 10 minutes and then I would eventually just start saying, "hello? Are you still there?" And then a minute later she'll respond and then she pretty much forgot what I was even calling for so I had to repeat myself. Then she again had to look into something and just silence for the longest time. And so again I said, "hello? Are you there?" And it had been like 5 or 7 minutes. I heard a distant mumbling so I just said, "ma'am I've been on 'hold' for a while, and I've got things to do so if this call is being recorded, I'm hanging up because there's no response and I need to go" and she didn't even respond to that. So I hung up. It was strange.