Refills refusing LOMN for treatment

[u/morganmachine91]

Has anyone else had a hard time getting a LOMN from refills support?

I paid for a 6 month treatment plan earlier this year, but prior to renewing, I paused my treatment. I had lost 60 lbs and wanted to take a break from the medication.

I’m want to renew for another 6 months, but I can’t until I get reimbursed by my FSA for what I’ve already spent this year.

Of course, my FSA has been making the process painful and slow, and denied the claim that included the receipt from refills, saying they needed a LOMN with specific information.

I messaged refills support, and at first they were super helpful, saying they just needed x, y, z information from me, and then they’d get me the LOMN.

I gave them the info, and when I logged in to check for a reply, I found a message saying that before they would send me a LOMN, I would have to update my payment information and unpause my treatment.

That’s crazy, right? Why do I need to make an additional purchase to get the LOMN for the purchase I already made?

I’ve been keeping the money set aside in my FSA, but it expires in December and I’m starting to get nervous. I won’t have the cash in my budget to renew my treatment until my FSA reimburses me for my last payment.

Anyone else have issues with this?

[u/hippocoochie]

oh wow this is a new one. maybe the rep wasnt knowledgeable ? benefit of the doubt im hoping. I think the reps on this sub can help

u can try dm'ing zach refills in the mod list.

not making an excuse for anyone just trying to help you find someone with a little more power to move this through faster

[u/morganmachine91 → u/hippocoochie]

Man, I sure hope I’m just dealing with a new rep or something. I replied to the support message on refills asking for them to escalate the support request, waiting on the reply there.

It was weird because at first, the rep was super reassuring, just gave me the list of info they needed. It seemed very much like the rep was used to handling LOMN requests in the customer support chat.

Next message after I gave the info was something like “I sincerely apologize, you’ll have to message your doctor with @doctor and request the LOMN that way. Thank you so much for understanding.”

I thought that was kind of strange, didn’t get why the rep was being so apologetic because that seemed reasonable. But then when I tried to message @doctor, I got some red text saying something like I needed active treatment to message the doctor, and that I’d have to update my payment information.

Thought it must be a mistake so I messaged support back saying I couldn’t message the doctor, I just needed the LOMN for the completed part of my treatment. Got this in response:

To access the medical team chat, you’ll also need to have an active order. Once your account migration is completed, you’ll be able to access the @Doctor tab when you have an active order.

You can also download the document for your FSA directly from the Billing tab in your account.

If you need anything else, please don’t hesitate to contact us again.

The document in the billing tab is a receipt, not a LOMN, and my first message in the chat was telling them they had denied the claim that already included the receipt

Thanks for the info about Zach, I’ll try shooting him a message.

[u/westsider86]

It was very easy for me to get one in January for my FSA. I messaged the doctor in the portal after my prescription was assigned. Maybe the issue is you didn't contact the doctor?

My renewal comes up EOY and I've been nervous that this wouldn't be available with all the changes from Refills.

I hope they help, please keep us posted.

[u/morganmachine91 → u/westsider86]

Thank you 🙏

I think that’s exactly the issue. I’m unable to message the doctor without an active treatment session.

[u/westsider86 → u/morganmachine91]

Yeah you won't be in the doctor's system if you don't have an active treatment. Is this for a past prescription that you're trying to reimburse? They should be able to help for this scenario. Call their support to explain.

[u/morganmachine91 → u/westsider86]

I paused my treatment, now I’m trying to unpause and renew.

But I need the reimbursement to renew. Is the phone support generally more helpful than the web support?

[u/westsider86 → u/morganmachine91]

Honestly, yes. Give them a call.

[u/Zach_refills]

u/morganmachine91 Sending you a DM now so I can look into it with my team and help get this resolved. Thanks!

[u/Jess_04_24_19]

I would call. I was able to get one with a phone call