January 12, 2008
Walgreens
Jeff Rein, President & CEO
200 Wilmot Road
Deerfield, Illinois 60015
Mr. Rein:
I, Fred L Nance Jr., am writing this letter in behalf of my daughter, Carolyn Nance. Carolyn lives in Overland, Missouri. On January 11, 2008 my daughter called me requesting I pay for her medication at your Walgreens store in Overland, Missouri. My daughter informed me her prescription would cost me $51.99 for 30 pills. Mr. Nick Dixon, Walgreens store manager, refused to take a credit card payment for my daughter’s medication informing me his decision was because my daughter’s prescription was a narcotic and Walgreens does not take credit card payments over the phone.
I called 314-429-4636 talking to your store manager, Nick Dixon. I asked Mr. Dixon about my daughter’s prescription. Mr. Dixon informed me my daughter’s prescription was not filled because he was waiting on her doctor to call to change my daughter’s prescription. I asked Mr. Dixon if my daughter asked for a change, why doesn’t he call my daughter’s doctor? Mr. Dixon told me he was not interested in calling my daughter’s doctor, and that, all he was interested in was getting paid for the prescription.
I informed Mr. Dixon I wanted to pay for my daughter’s prescription. I informed Mr. Dixon I was in the Chicago area. Mr. Dixon informed me he could not take a payment over the phone because my daughter’s prescription was a narcotic and he could not view my identification to assure it was my credit card I was using. I informed Mr. Dixon that I use my credit card for payments all over the United States. In addition, I informed Mr. Dixon my daughter would present her identification when picking up her prescription. Mr. Dixon refused to take my payment.
I informed Mr. Dixon my daughter informed me her mother has made numerous payments for her medication over the phone with her credit card. I asked Mr. Dixon how was my x-wife able to make credit cared payments over the phone. I stated to Mr. Dixon it seems Walgreens’ policy changes according to who is on duty. I asked Mr. Dixon for his District Manager’s name and phone number. Mr. Dixon told me his District Manager’s name was Ed Catani and he gave me phone number 314-739-4503.
I called this number and talked to Tammi. I explained my issues, requesting to speak to Mr. Catani. Tammi informed me she would pass on my information and someone would call me. I received a call from Heather Ingram, who stated she is a supervisor for the pharmacy department of 25 Walgreens stores in Missouri. Ms. Ingram informed me the pharmacy department of Walgreens does not accept credit card payment over the phone because of Federal laws and policies.
I called my neighborhood Walgreens in Illinois seeking further information. My neighborhood Walgreens informed me I could come in to their store and put my credit card up for “Express Payment.” I was informed I could make the payment for my daughter’s prescription and after the payment was made and accepted, I could rescind my credit card. I put my credit card on Walgreens “Express Payment” to get the prescription.
My neighborhood Walgreens pharmacy representative called Overland, Missouri informing them I had put my card on “Express Payment.” Your Overland, Missouri Walgreens informed my Walgreens representative the prescription would be ready in an hour. I called my daughter and informed her she could pick up her prescription but she had to wait an hour.
My daughter informed me her prescription was placed and filled 3 days ago, which would be January 9, 2008. My daughter called the Overland, Missouri Walgreens store. My daughter reports she was told her prescription would be ready in an hour.
As stated earlier in this letter, my daughter had reported to me her prescription was $51.99 for 30 pills. When my daughter went to get her prescription, your Walgreens Overland, Missouri store charged my credit card $30.00 for 10 pills. My daughter informs me your Overland, Missouri Walgreens store changed her prescription without a doctor’s order and her permission. She accepted the prescription because she needed it.
Not only did they change her prescription, but they made her wait for an hour before they told her they did not have the amount of pills needed to fill her original prescription amount. This store said nothing to my neighborhood Walgreens store representative regarding changing my daughter’s prescription. My neighborhood Walgreens store informed me I would be paying $51.99 for 30 pills.
Sir, I request a written explanation on your policy regarding credit card payments for prescription drugs. I request this explanation include the Federal laws and guidelines, which make the policy dictated by Mr. Dixon and Ms. Ingram. I informed Mr. Dixon and Ms. Ingram, as I am informing you, I will post this letter on my website to alert the general public to Walgreens credit card payment policy for prescription drugs.
In addition, I want to know why my credit card was charged $30.00 for 10 pills, when I agreed to pay $51.99 for 30 pills on my daughter’s original prescription. I want to know how the Overland, Missouri Walgreens store is allowed to change a person’s prescription without a doctor’s order and without the permission of the customer.
Respectfully submitted,
Fred L Nance Jr., ABD, MA, CADC, NCRS
cc: http://clickforjusticeandequality.blogspot.com/ and http://click.townhall.com/
