Being a pharmacist and knowledgeable of the importance of individual human contact/customer service, I had a similar experience in just calling in a simple refill. I was IMEDIATELY given a BOT to hand

HORRIBLE TELEPHONE REFILL communication!!! 3 attempts talking to an AI BOT who cannot understand much of anything!!!! Hung up on once, kept repeating the wrong birthday date! Unable to complete order!

Provider ordered med went numerous times to pick it up. They could not find it provider re called ,to check that prescription was in, pharmacist said they had it when we went back to pick up the med.