CVS-Caremark Charge without Credit-card on-file

Discussion in 'Credit Talk' started by CCinPA, Aug 6, 2016.

  1. CCinPA

    CCinPA Member

    Because of past billing errors with CVS-Caremark... I removed my billing information from my CVS-Caremark profile. A few weeks later I get a charge from them with no billing information for them to charge to.

    For years I have had many billing errors from these folks... Each time they reversed the charges, hard to push the issue when I receive a refund. This time... I can not think of a way they can deny there is a problem.

    What rights did CVS-Caremark violate? And if so... Who do I report the problem to?

    If I am not clear with the situation or the details... Just ask for more questions and I'll answer.
     
  2. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    So you're saying that you removed your credit card information from your CVS-Caremark account, and then they still charged your credit card that you previously had on file with them? And what's the charge for? Is it totally bogus?
     
  3. CCinPA

    CCinPA Member

    Good question. The CVS folks have a process of auto-fill that triggered the dispensing of this valid prescription.

    That said... Might they claim that since my credit-card information was associated with an old order be a valid reason to charge my credit-card?

     
  4. jam237

    jam237 Well-Known Member

    They could probably say that just like any other type of auto-ship order, the card information was associated with that prescription.
     
  5. CCinPA

    CCinPA Member

    This may be their reasoning... Research time is taking much longer than usual. Should be interesting!

     
  6. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Yes, I think they could justify it that way. Script auto-filled, and it was already associated with a valid credit card, which is why the charge went through. Good luck...let us know how it goes and what you find out from CVS-Caremark!
     
  7. CCinPA

    CCinPA Member

    Thanks for your interest!

    CVS-Caremark's response below.
    They must get special-training in how to respond without answering the question.

    My question: Why did I receive a charge when my credit-card information wasn't on-file?

    Please accept our sincere apology for the delay regarding your payment. According to our records, order number 2931875547 was received on 07/22/2016. Your medication was shipped on 08/05/2016. Your order total was $10.97 which was charged to your credit card.


    Note: I rechecked... This wasn't an auto-fill... It was a too-early-to-fill. Although I suspect eventually I'm going to get my credit-card information was on-file at the time of the original order.

    I asked the CVS-Caremark folks the question again... In a slightly different way.

    Stay tuned!

     
  8. CCinPA

    CCinPA Member

    Well... I didn't expect this from the CVS-Caremark folks:

    According to our records, your credit card ending in 6199 was removed from your account. We sent a request to our finance department to reverse this amount to be placed back on your account. I do apologize for any inconvenience this has caused you. Please allow 72 business hours to process your request.

    Did these folks violate my rights? If so... Who should I contact?
     
  9. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Well at least they are making things right and crediting your account. You could always file a complaint with the BBB if you're still upset with how they handled your credit card information.
     
  10. CCinPA

    CCinPA Member

    I did "Consumer Financial Protection Bureau" and my "State Attorney General's office". Same thought-process as you... Thanks!

     
  11. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Yes, the CFPB and State AG Office are both good options too. Did CVS-Caremark end up crediting your account already?
     
  12. CCinPA

    CCinPA Member

    Yep! But it doesn't excuse them from using my removed credit-card!
     
  13. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Agreed- glad to hear your account was credited. Hope all is well!
     
  14. CCinPA

    CCinPA Member

    Thanks for staying with me on this!

    Below is the response from the CVS folks... Surprisingly no excuses:

    Thank you for contacting CVS Caremark. We strive to provide quality customer care to every
    one of our plan participants.
    According to our records, your credit card ending in XXXX was removed from your account. We
    sent a request to our finance department to reverse this amount to be placed back on your
    account. I do apologize for any inconvenience this has caused you. Please allow 72 business
    hours to process your request.
    Should you need additional assistance, please respond to this e-mail or you may contact
    Customer Service at 1-800-509-9891. We appreciate the opportunity to serve all of your
    prescription benefit needs and to help you better manage your health.
    Regards,
    Howard W.
    CVS Caremark
    Web Support


    My PA Attorney Generals Office still has an open investigation in-progress. So... Stay tuned!
     
  15. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Wow, pretty nice response from their customer service. I'm surprised!

    Thanks for the update, and I hope all is well back in PA. I'm from MD actually...grew up just about 45 minutes south of the PA border.
     
  16. jam237

    jam237 Well-Known Member

    Which section of MD? I was about 45 minutes from HAG, and went to college my first two years about 15 minutes from HAG. :)
     
  17. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    I was born in Baltimore, but lived in both Frederick and Westminster MD up until college. Most of my family is still in Westminster MD. Small world! What college did you attend?
     
  18. jam237

    jam237 Well-Known Member

    Penn State Mont Alto, while I was there, I went to Western Maryland College to see Carrot Top perform. And the Hagerstown/Frederick swatch of 40 to DC were my old stomping grounds when I was there.
     
  19. JoshuaHeckathorn

    JoshuaHeckathorn Administrator

    Been to all those places...they feel like my old stomping grounds too! This time of year I especially miss a good MD style crab feast...yum.
     
  20. CCinPA

    CCinPA Member

    The PA Attorneys Office just called and is still waiting for a response from CVS.

    Question: Does anyone know, or know where, the "rules" for a company storing my credit-card information on-file?
     

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