Received this on 4/30/ 25 from Mherie Ruth (customer service).I hope this email finds you well. This is to follow up on the incident you reported. I'm sorry to learn that you were unable to update payment card on your account. We want our customers to always have an easy and pleasant experience, so I really appreciate your time and effort for giving us a chance to look into this.According to our technical team after further checking our logs, we couldn't trace any errors or issues related to this incident. We recommend trying it again. If issue persists, kindly send us a screenshot of the error to help us track down the issue. Thank you for your understanding.If you have any additional questions or concerns, please reply to this email and refer to case number 79971595. We appreciate you choosing to shop with us and are always happy to help.Here is my reply on June 2nd, 2025:I’ll do my best to explain what happened and what needs to be done. Please understand what happened may not appear to be an error. However, one did occur.On Fri Mar 21 2025 09:25 AM I picked up my prescription (no cost) and my mother-in-law's ($0.75). As you can see by the attachments, they made a mistake and charged my card to pay for her prescription. That mistake caused her card on file to be changed to my card. We didn’t know that had happened until Mon Apr 07 2025 08:35 AM when my card was charged $113.13 for her eliquis. By examining the 4 screenshots, you can see her prescriptions were paid by my card.All that needs to be done is to delete the canceled card ending in xxxx from Mxxx xxxxxx’s pharmacy account. FYI, there is a disconnect from the account online and the one at the Dillon’s pharmacy. All attempts to update the account have failed, including closing her account and then recreating the account.Problem still exists with no communication from Kroger.Date of experience: March 21, 2025
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