Debrad,
I found that ordering online from Walgreen's each month works better...it gives customer a little more control over their account in WG's immense database (that has people with same names, etc). Ordering Controlled medications has the potential for creating more problems, which may have
contributed to your issue. C-4s can have refills, but they are only valid for 6 months from the date on the script.
Then, it is necessary for them to fax your doctor and the monthly refill page will indicate such. Same with C-3s. C-2s (the stronger pain meds) must be filled within 7 days of the date on the script. Subsequent refills require a written script from doctor each month.
Getting back to your earlier problem, it's possible that a refill couldn't be issued because you were over the 6-month mark (if it were a C3 or 4. It would have been easier to follow-up the first attempted refill with a phone call (option "0")

That would have prevented the wait, complications and the other hassles. I find them worth using for maintenance meds because have found them very competent with insurance. Hope this helps.
anna22