u/Critical_Bet

A few years ago, when paying for a prescription, the employee asked, “would you like me to keep this card on file?” And I said yes. That card is now no longer valid as our employer changed to a different HSA company. I have updated my CVS app to only show the correct, new HSA card. Still, when I go to the pharmacy, they run it through the old card and I get an email from Health Equity saying “charge denied.” When I ask them to update the card on file in their system, they tell me I have to do it on the app. I already have. I called the CVS customer service number and spent 30 minutes talking this through with someone who said they fixed it, but they did not. They’re still sending it through the old card. There is a difference between the card in my app and what the employees see, but they don’t seem to understand that or be able to access it? I’d like to stop getting these denied charges. Can anyone offer a suggestion on how to solve this? Unfortunately my family is going through a lot right now so I’m picking up prescriptions often. Thanks!